IDEAS home Printed from https://ideas.repec.org/a/sae/sagope/v11y2021i1p21582440211004179.html
   My bibliography  Save this article

From Consumer Satisfaction to Recommendation of Mobile App–Based Services: An Overview of Mobile Taxi Booking Apps

Author

Listed:
  • Abdul Waheed Siyal
  • Chen Hongzhuan
  • Chen Gang

Abstract

Since MTB has been deemed as the business model of 21st century but its long-term sustainability depends on level of consumer satisfaction with its applicability in their everyday life. Therefore, current research aims to highlight factors which could shape consumers’ satisfaction and further trigger their intuition to recommend it in their circle of influence. Unified theory of acceptance and use of technology 2 (utaut2) was modified and extended to fit the purpose. Data were collected from prevailing MTB users and analyzed in PLS-SEM. Results reveal that utaut2 factors signify their effects on consumer satisfaction which further trigger their instinct to recommend MTB. Current research modified utaut2 with mediating role of consumer satisfaction with MTB which further stimulates their instinct to recommend it. The modified framework adds value to the theoretical horizon of utaut2 and further extends its applicability in a novel setting like MTB. The study offers insightful implications to MTB companies for effective design and implementation of future strategies. Moreover, limitations and suggestions for future researchers are also discussed.

Suggested Citation

  • Abdul Waheed Siyal & Chen Hongzhuan & Chen Gang, 2021. "From Consumer Satisfaction to Recommendation of Mobile App–Based Services: An Overview of Mobile Taxi Booking Apps," SAGE Open, , vol. 11(1), pages 21582440211, March.
    • Handle: RePEc:sae:sagope:v:11:y:2021:i:1:p:21582440211004179
    DOI: 10.1177/21582440211004179
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/21582440211004179
    Download Restriction: no
    File URL: https://libkey.io/10.1177/21582440211004179?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Kumar, Bipul, 2012. "Theory of Planned Behaviour Approach to Understand the Purchasing Behaviour for Environmentally Sustainable Products," IIMA Working Papers WP2012-12-08, Indian Institute of Management Ahmedabad, Research and Publication Department.
    2. Oecd, 2013. "Electronic and Mobile Commerce," OECD Digital Economy Papers 228, OECD Publishing.
    3. João Luiz Soares & Juliana Maria Magalhães Christino & Marlusa De Sevilha Gosling & Luciana Alves Rodas Vera & Érico Aurélio Abreu Cardozo, 2020. "Acceptance and use of e-hailing technology: a study of Uber based on the UTAUT2 model," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 34(4), pages 512-535.
    4. Hyeon-Mo Jeon & Faizan Ali & Shin-Woo Lee, 2019. "Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings," The Service Industries Journal, Taylor & Francis Journals, vol. 39(5-6), pages 385-402, April.
    5. Badran, Mona Farid, 2019. "eHealth in Egypt: The demand-side perspective of implementing electronic health records," Telecommunications Policy, Elsevier, vol. 43(6), pages 576-594.
    6. Abdul Waheed Siyal & Ding Donghong & Waheed Ali Umrani & Saeed Siyal & Shaharbano Bhand, 2019. "Predicting Mobile Banking Acceptance and Loyalty in Chinese Bank Customers," SAGE Open, , vol. 9(2), pages 21582440198, April.
    7. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
    8. Sung S. Kim & Naresh K. Malhotra & Sridhar Narasimhan, 2005. "Research Note—Two Competing Perspectives on Automatic Use: A Theoretical and Empirical Comparison," Information Systems Research, INFORMS, vol. 16(4), pages 418-432, December.
    9. Bruner, Gordon II & Kumar, Anand, 2005. "Explaining consumer acceptance of handheld Internet devices," Journal of Business Research, Elsevier, vol. 58(5), pages 553-558, May.
    10. San Martín, Héctor & Herrero, Ángel, 2012. "Influence of the user’s psychological factors on the online purchase intention in rural tourism: Integrating innovativeness to the UTAUT framework," Tourism Management, Elsevier, vol. 33(2), pages 341-350.
    11. Gupta, Diwakar & Chen, Hao-Wei & Miller, Lisa A. & Surya, Fajarrani, 2010. "Improving the efficiency of demand-responsive paratransit services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 44(4), pages 201-217, May.
    12. Li, Baoxiang & Krushinsky, Dmitry & Reijers, Hajo A. & Van Woensel, Tom, 2014. "The Share-a-Ride Problem: People and parcels sharing taxis," European Journal of Operational Research, Elsevier, vol. 238(1), pages 31-40.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Xin Yi Chan & Muhammad Khalilur Rahman & Abdullah Al Mamun & Anas A. Salameh & Wan Mohd Hirwani Wan Hussain & Syed Shah Alam, 2022. "Predicting the Intention and Adoption of Mobile Shopping During the COVID-19 Lockdown in Malaysia," SAGE Open, , vol. 12(2), pages 21582440221, April.
    2. Shujie Wang & Mohammed Habes Ibrahiem & Mengyu Li, 2022. "Motivations Influencing Alipay Users to Participate in the Ant Forest Campaign: An Empirical Study," IJERPH, MDPI, vol. 19(24), pages 1-15, December.
    3. Felicitas Evangelista & Maria Estela Varua & Vivienne Saverimuttu & Rina Datt & Hugh Pattinson & Karina Wardle & Anna Evangelista, 2022. "Antecedents and Outcomes of Service Co-Creation in the Sharing Economy," SAGE Open, , vol. 12(2), pages 21582440221, May.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Escobar-Rodríguez, T. & Carvajal-Trujillo, E., 2014. "Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model," Tourism Management, Elsevier, vol. 43(C), pages 70-88.
    2. Hyeon Mo Jeon & Hye Jin Sung & Hyun Young Kim, 2020. "Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 533-551, December.
    3. Nascimento, Bruno & Oliveira, Tiago & Tam, Carlos, 2018. "Wearable technology: What explains continuance intention in smartwatches?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 157-169.
    4. Fong, Lawrence Hoc Nang & Lam, Long Wai. & Law, Rob, 2017. "How locus of control shapes intention to reuse mobile apps for making hotel reservations: Evidence from chinese consumers," Tourism Management, Elsevier, vol. 61(C), pages 331-342.
    5. Siyal, Abdul Waheed & Chen, Hongzhuan & Jamal Shah, Syed & Shahzad, Fakhar & Bano, Shaher, 2024. "Customization at a glance: Investigating consumer experiences in mobile commerce applications," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. Suk Won Lee & Hye Jin Sung & Hyeon Mo Jeon, 2019. "Determinants of Continuous Intention on Food Delivery Apps: Extending UTAUT2 with Information Quality," Sustainability, MDPI, vol. 11(11), pages 1-15, June.
    7. Pedro Palos-Sanchez & Jose Ramon Saura & Marisol B. Correia, 2021. "Do tourism applications’ quality and user experience influence its acceptance by tourists?," Review of Managerial Science, Springer, vol. 15(5), pages 1205-1241, July.
    8. Saeideh Sharifi fard & Ezhar Tamam & Md Salleh Hj Hassan & Moniza Waheed & Zeinab Zaremohzzabieh, 2016. "Factors affecting Malaysian university students’ purchase intention in social networking sites," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1182612-118, December.
    9. Wenzel, Stefan, 2014. "App'ification of Enterprise Software - Evaluating Mobile App Characteristics Enabling Online Purchase And Their Portability To Enterprise Application Software," EconStor Preprints 146785, ZBW - Leibniz Information Centre for Economics.
    10. Fatima Zahra Barrane & Gahima Egide Karuranga & Diane Poulin, 2018. "Technology Adoption and Diffusion: A New Application of the UTAUT Model," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 15(06), pages 1-19, December.
    11. Alalwan, Ali Abdallah & Baabdullah, Abdullah M. & Rana, Nripendra P. & Tamilmani, Kuttimani & Dwivedi, Yogesh K., 2018. "Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust," Technology in Society, Elsevier, vol. 55(C), pages 100-110.
    12. Osama Sohaib & Kyeong Kang & Mohammad Nurunnabi, 2018. "Gender-Based iTrust in E-Commerce: The Moderating Role of Cognitive Innovativeness," Sustainability, MDPI, vol. 11(1), pages 1-16, December.
    13. Pavel STANCIU, 2016. "Ppromoting Bucovina As A Rural Destination Via Facebook. An Empirical Identification Of Supporting Online Marketing Initiatives," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 5(Special I), pages 1-16, august.
    14. He, Dongdong & Guan, Wei, 2023. "Promoting service quality with incentive contracts in rural bus integrated passenger-freight service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 175(C).
    15. Meng, Zhiyi & Li, Eldon Y. & Qiu, Rui, 2020. "Environmental sustainability with free-floating carsharing services: An on-demand refueling recommendation system for Car2go in Seattle," Technological Forecasting and Social Change, Elsevier, vol. 152(C).
    16. Sánchez Torres, Javier A. & Varón Sandoval, Alexander & Arroyo Cañada, Francisco Javier & Rojas Berrio, Sandra, 2021. "Exploring the factors affecting the use of C2C in Colombia," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    17. Gur, K. & Chatzikyriakou, D. & Baschet, C. & Salomon, M., 2018. "The reuse of electrified vehicle batteries as a means of integrating renewable energy into the European electricity grid: A policy and market analysis," Energy Policy, Elsevier, vol. 113(C), pages 535-545.
    18. Wilert Puriwat & Suchart Tripopsakul, 2021. "Explaining Social Media Adoption for a Business Purpose: An Application of the UTAUT Model," Sustainability, MDPI, vol. 13(4), pages 1-13, February.
    19. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
    20. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:sagope:v:11:y:2021:i:1:p:21582440211004179. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.