<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>Technology provides opportunities for customers to access better service quality, which imposes the higher customer behavioral intentions. Ride-hailing service is the newly-emerged transportation medium in Vietnam market, surpassing the popularity of conventional vehicles (taxi, buses, for-rent bikes, etc.). While prior research has focused on the elements that influence customer behavioral intention in ride-hailing, this study sought to explain the process of establishing service quality through several variables before enhancing the customer intention. As a result, the research suggested and validated an integrated framework that included three components (perceived service quality, functional quality, and information quality) in addition to the classic service quality– customer behavioral intention model. The findings significantly confirm the fundamental conventional link between (1) Functional quality and Perceived service quality; (2) Information quality and Perceived service quality; and (3) Perceived service quality and Customer intention.</p>
</abstract>

Technology provides opportunities for customers to access better service quality, which imposes the higher customer behavioral intentions. Ride-hailing service is the newly-emerged transportation medium in Vietnam market, surpassing the popularity of conventional vehicles (taxi, buses, for-rent bikes, etc.). While prior research has focused on the elements that influence customer behavioral intention in ride-hailing, this study sought to explain the process of establishing service quality through several variables before enhancing the customer intention. As a result, the research suggested and validated an integrated framework that included three components (perceived service quality, functional quality, and information quality) in addition to the classic service quality– customer behavioral intention model. The findings significantly confirm the fundamental conventional link between (1) Functional quality and Perceived service quality; (2) Information quality and Perceived service quality; and (3) Perceived service quality and Customer intention.

Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam

University of Economics and Business, Vietnam National University

Management & Marketing

This work is licensed under the Creative Commons Attribution 4.0 International License.

Technology provides opportunities for customers to access better service quality, which imposes the higher customer behavioral intentions. Ride-hailing service...

Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam

Published Online: Oct 13, 2022

Page range: 272 - 291

DOI: https://doi.org/10.2478/mmcks-2022-0015

Keywords
Consumer behaviour, Customer’s technology acceptance, Service quality, Technology ride-hailing service

© 2022 Huy Khanh Nguyen et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam

Published Online: Oct 13, 2022

Page range: 272 - 291

DOI: https://doi.org/10.2478/mmcks-2022-0015

KeywordsConsumer behaviour, Customer’s technology acceptance, Service quality, Technology ride-hailing service

© 2022 Huy Khanh Nguyen et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
Consumer behaviour, Customer’s technology acceptance, Service quality, Technology ride-hailing service