IDEAS home Printed from https://ideas.repec.org/a/ids/ijbenv/v15y2024i1p1-24.html
   My bibliography  Save this article

The journey of service quality to loyalty: a gender-based multigroup analysis in car-hailing service

Author

Listed:
  • Wajeeha Aslam
  • Imtiaz Arif
  • Kashif Farhat

Abstract

The study examines the role of car-hailing service (CHS) online and offline service quality on satisfaction and loyalty. Moreover, it examines the impact of satisfaction on trust and its impact on loyalty, and the differences in the perception of males and females. The data was collected through a questionnaire from people who had experience using CHS. PLS-SEM and multigroup analysis (MGA) was used for hypotheses testing. The findings revealed that online and offline service quality both affects satisfaction and loyalty. Moreover, significant relationships were found between satisfaction, trust, and loyalty. The results of MGA showed that offline service quality predominantly affects the satisfaction and loyalty of females. Moreover, trust predominantly affects the loyalty of males in comparison to females. The study offers valuable insights to CHS providers as the findings benefit in developing strategies that help in catering to male and female users.

Suggested Citation

  • Wajeeha Aslam & Imtiaz Arif & Kashif Farhat, 2024. "The journey of service quality to loyalty: a gender-based multigroup analysis in car-hailing service," International Journal of Business Environment, Inderscience Enterprises Ltd, vol. 15(1), pages 1-24.
    • Handle: RePEc:ids:ijbenv:v:15:y:2024:i:1:p:1-24
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=135692
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    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:ids:ijbenv:v:15:y:2024:i:1:p:1-24. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=69 .

    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.