IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v127y2022icp61-79.html
   My bibliography  Save this article

Service quality assessment of ride-sourcing services: A distinction between ride-hailing and ride-sharing services

Author

Listed:
  • Kumar, Akshay
  • Gupta, Akshay
  • Parida, Manoranjan
  • Chauhan, Vivek

Abstract

With the rapid advancement of wireless technology and internet services, ride-sourcing services have become an integral part of providing door-to-door connectivity to passengers. These services provide a real-time connection between drivers and users, and ubiquitously enhance the transportation sector and urban mobility. Present study explores the factors affecting service quality provided by ride-sourcing services in Delhi-National Capital Region (NCR) by conducting research separately for ride-hailing and ride-sharing services. Users' perception was collected from a total of 1260 samples (630 for each) by undertaking face-to-face surveys using a questionnaire. Service quality models were prepared for ride-hailing and ride-sharing services using Structural Equation Modelling (SEM) on 80% of the samples (504 for each). The remaining samples were used to validate both models. ‘Reliability’ was identified as the most critical factor affecting the service quality of ride-hailing services, while the most impactful factor regarding ride-sharing services was ‘Security’. External validation test concluded that mean error for ride-hailing and ride-sharing services were ±6.9% and ±7.5%, respectively, thus indicated the model effectiveness. The outcomes of this research will be helpful for the transport planners and Transport Network Companies (TNC's) to prepare guidelines for improving the service quality provided by these services, which in turn, will improve the urban mobility, ridership and the last mile connectivity.

Suggested Citation

  • Kumar, Akshay & Gupta, Akshay & Parida, Manoranjan & Chauhan, Vivek, 2022. "Service quality assessment of ride-sourcing services: A distinction between ride-hailing and ride-sharing services," Transport Policy, Elsevier, vol. 127(C), pages 61-79.
    • Handle: RePEc:eee:trapol:v:127:y:2022:i:c:p:61-79
    DOI: 10.1016/j.tranpol.2022.08.013
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X22002256
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tranpol.2022.08.013?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
    ---><---

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

    References listed on IDEAS

    as
    1. Gupta, Akshay & Bivina, G.R. & Parida, Manoranjan, 2022. "Does neighborhood design matter for walk access to metro stations? An integrated SEM-Hybrid discrete mode choice approach," Transport Policy, Elsevier, vol. 121(C), pages 61-77.
    2. Martin, Elliot & Shaheen, Susan Alison & Lidicker, Jeffrey, 2010. "Carsharing’S Impact On Household Vehicle Holdings: Results From A North American Shared-Use Vehicle Survey," Institute of Transportation Studies, Research Reports, Working Papers, Proceedings qt0850h6r5, Institute of Transportation Studies, UC Berkeley.
    3. Felipe F. Dias & Patrícia S. Lavieri & Venu M. Garikapati & Sebastian Astroza & Ram M. Pendyala & Chandra R. Bhat, 2017. "A behavioral choice model of the use of car-sharing and ride-sourcing services," Transportation, Springer, vol. 44(6), pages 1307-1323, November.
    4. Martin, Elliot & Shaheen, Susan Alison & Lidicker, Jeffrey, 2010. "Carsharing’S Impact On Household Vehicle Holdings: Results From A North American Shared-Use Vehicle Survey," Institute of Transportation Studies, Working Paper Series qt0850h6r5, Institute of Transportation Studies, UC Davis.
    5. Kim, Kyeongsu, 2015. "Can carsharing meet the mobility needs for the low-income neighborhoods? Lessons from carsharing usage patterns in New York City," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 249-260.
    6. Rayle, Lisa & Dai, Danielle & Chan, Nelson & Cervero, Robert & Shaheen, Susan PhD, 2016. "Just A Better Taxi? A Survey-Based Comparison of Taxis, Transit, and Ridesourcing Services in San Francisco," Institute of Transportation Studies, Research Reports, Working Papers, Proceedings qt60v8r346, Institute of Transportation Studies, UC Berkeley.
    7. Rick Grahn & Corey D. Harper & Chris Hendrickson & Zhen Qian & H. Scott Matthews, 2020. "Socioeconomic and usage characteristics of transportation network company (TNC) riders," Transportation, Springer, vol. 47(6), pages 3047-3067, December.
    8. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    9. Chauhan, Vivek & Gupta, Akshay & Parida, Manoranjan, 2021. "Demystifying service quality of Multimodal Transportation Hub (MMTH) through measuring users’ satisfaction of public transport," Transport Policy, Elsevier, vol. 102(C), pages 47-60.
    10. Kiran Sharma & Saptarshi Das, 2017. "Service Quality and Customer Satisfaction - With Special focus on the Online Cab Industry in India," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 192-192, June.
    11. Nguyen-Phuoc, Duy Quy & Su, Diep Ngoc & Tran, Phuong Thi Kim & Le, Diem-Trinh Thi & Johnson, Lester W., 2020. "Factors influencing customer's loyalty towards ride-hailing taxi services – A case study of Vietnam," Transportation Research Part A: Policy and Practice, Elsevier, vol. 134(C), pages 96-112.
    12. Rayle, Lisa & Dai, Danielle & Chan, Nelson & Cervero, Robert & Shaheen, Susan, 2016. "Just a better taxi? A survey-based comparison of taxis, transit, and ridesourcing services in San Francisco," Transport Policy, Elsevier, vol. 45(C), pages 168-178.
    13. Alonso, Borja & Barreda, Rosa & dell’Olio, Luigi & Ibeas, Angel, 2018. "Modelling user perception of taxi service quality," Transport Policy, Elsevier, vol. 63(C), pages 157-164.
    14. Muhamad Rizki & Tri Basuki Joewono & Dimas Bayu Endrayana Dharmowijoyo & Dwi Prasetyanto, 2021. "The Effects of On- and Before- Journey Advantages Using Ride-Sourcing in Indonesia," Sustainability, MDPI, vol. 13(19), pages 1-20, October.
    15. Martin, Elliot & Shaheen, Susan A & Lidicker, Jeffrey, 2010. "Impact of Carsharing on Household Vehicle Holdings: Resultsvfrom a North American Shared-Use Vehicle Survey," Institute of Transportation Studies, Research Reports, Working Papers, Proceedings qt3bn9n6pq, Institute of Transportation Studies, UC Berkeley.
    16. Sperling, Daniel & Salon, Deborah, 2002. "Transportation in Developing Countries: An Overview of Greenhouse Gas Reduction Strategies," University of California Transportation Center, Working Papers qt0cg1r4nq, University of California Transportation Center.
    17. Alejandro Tirachini, 2020. "Ride-hailing, travel behaviour and sustainable mobility: an international review," Transportation, Springer, vol. 47(4), pages 2011-2047, August.
    18. Muhammad Zudhy Irawan & Prawira Fajarindra Belgiawan & Ari Krisna Mawira Tarigan & Fajar Wijanarko, 2020. "To compete or not compete: exploring the relationships between motorcycle-based ride-sourcing, motorcycle taxis, and public transport in the Jakarta metropolitan area," Transportation, Springer, vol. 47(5), pages 2367-2389, October.
    19. Rika Idei & Hironori Kato, 2020. "Medical-purposed travel behaviors in rural areas in developing countries: a case study in rural Cambodia," Transportation, Springer, vol. 47(3), pages 1415-1438, June.
    20. Tirachini, Alejandro & del Río, Mariana, 2019. "Ride-hailing in Santiago de Chile: Users’ characterisation and effects on travel behaviour," Transport Policy, Elsevier, vol. 82(C), pages 46-57.
    21. Goldberger, Arthur S, 1972. "Structural Equation Methods in the Social Sciences," Econometrica, Econometric Society, vol. 40(6), pages 979-1001, November.
    22. Bruzzone, Francesco & Cavallaro, Federico & Nocera, Silvio, 2021. "The integration of passenger and freight transport for first-last mile operations," Transport Policy, Elsevier, vol. 100(C), pages 31-48.
    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. Yang, Hongtai & Luo, Peng & Li, Chaojing & Zhai, Guocong & Yeh, Anthony G.O., 2023. "Nonlinear effects of fare discounts and built environment on ridesplitting adoption rates," Transportation Research Part A: Policy and Practice, Elsevier, vol. 169(C).

    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. Soria, Jason & Stathopoulos, Amanda, 2021. "Investigating socio-spatial differences between solo ridehailing and pooled rides in diverse communities," Journal of Transport Geography, Elsevier, vol. 95(C).
    2. Kent, Jennifer & Dowling, Robyn & Maalsen, Sophia, 2017. "Catalysts for transport transitions: Bridging the gap between disruptions and change," Journal of Transport Geography, Elsevier, vol. 60(C), pages 200-207.
    3. Boisjoly, Geneviève & Grisé, Emily & Maguire, Meadhbh & Veillette, Marie-Pier & Deboosere, Robbin & Berrebi, Emma & El-Geneidy, Ahmed, 2018. "Invest in the ride: A 14 year longitudinal analysis of the determinants of public transport ridership in 25 North American cities," Transportation Research Part A: Policy and Practice, Elsevier, vol. 116(C), pages 434-445.
    4. Xiaowei Chen & Hongyu Zheng & Ze Wang & Xiqun Chen, 2021. "Exploring impacts of on-demand ridesplitting on mobility via real-world ridesourcing data and questionnaires," Transportation, Springer, vol. 48(4), pages 1541-1561, August.
    5. Junhee Kang & Keeyeon Hwang & Sungjin Park, 2016. "Finding Factors that Influence Carsharing Usage: Case Study in Seoul," Sustainability, MDPI, vol. 8(8), pages 1-12, July.
    6. Yoon-Young Chun & Mitsutaka Matsumoto & Kiyotaka Tahara & Kenichiro Chinen & Hideki Endo, 2019. "Exploring Factors Affecting Car Sharing Use Intention in the Southeast-Asia Region: A Case Study in Java, Indonesia," Sustainability, MDPI, vol. 11(18), pages 1-26, September.
    7. Nadine Gatzert & Katrin Osterrieder, 2020. "The future of mobility and its impact on the automobile insurance industry," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 23(1), pages 31-51, March.
    8. Pierpaolo D’Urso & Alessio Guandalini & Francesca Romana Mallamaci & Vincenzina Vitale & Laura Bocci, 2021. "To Share or not to Share? Determinants of Sharing Mobility in Italy," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 154(2), pages 647-692, April.
    9. Loa, Patrick & Ong, Felita & Hawkins, Jason & Nurul Habib, Khandker, 2023. "Unravelling the relationship between ride-sourcing services and conventional modes in the city of Toronto: A stated preference study," Transport Policy, Elsevier, vol. 141(C), pages 209-220.
    10. Golalikhani, Masoud & Oliveira, Beatriz Brito & Carravilla, Maria Antónia & Oliveira, José Fernando & Antunes, António Pais, 2021. "Carsharing: A review of academic literature and business practices toward an integrated decision-support framework," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 149(C).
    11. Vinayak, Pragun & Dias, Felipe F. & Astroza, Sebastian & Bhat, Chandra R. & Pendyala, Ram M. & Garikapati, Venu M., 2018. "Accounting for multi-dimensional dependencies among decision-makers within a generalized model framework: An application to understanding shared mobility service usage levels," Transport Policy, Elsevier, vol. 72(C), pages 129-137.
    12. Irfan Ullah & Kai Liu & Tran Vanduy, 2019. "Examining Travelers’ Acceptance towards Car Sharing Systems—Peshawar City, Pakistan," Sustainability, MDPI, vol. 11(3), pages 1-16, February.
    13. Feng, Xiaoyan & Sun, Huijun & Wu, Jianjun & Liu, Zhiyuan & Lv, Ying, 2020. "Trip chain based usage patterns analysis of the round-trip carsharing system: A case study in Beijing," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 190-203.
    14. Loa, Patrick & Hossain, Sanjana & Liu, Yicong & Nurul Habib, Khandker, 2022. "How has the COVID-19 pandemic affected the use of ride-sourcing services? An empirical evidence-based investigation for the Greater Toronto Area," Transportation Research Part A: Policy and Practice, Elsevier, vol. 155(C), pages 46-62.
    15. Maria Juschten & Timo Ohnmacht & Vu Thi Thao & Regine Gerike & Reinhard Hössinger, 2019. "Carsharing in Switzerland: identifying new markets by predicting membership based on data on supply and demand," Transportation, Springer, vol. 46(4), pages 1171-1194, August.
    16. Zhang, Yu & Li, Leiming, 2022. "Research on travelers’ transportation mode choice between carsharing and private cars based on the logit dynamic evolutionary game model," Economics of Transportation, Elsevier, vol. 29(C).
    17. Lovejoy, Kristin, 2012. "Mobility Fulfillment Among Low-car Households: Implications for Reducing Auto Dependence in the United States," Institute of Transportation Studies, Working Paper Series qt4v44b5qn, Institute of Transportation Studies, UC Davis.
    18. Yue Guo & Fu Xin & Xiaotong Li, 2020. "The market impacts of sharing economy entrants: evidence from USA and China," Electronic Commerce Research, Springer, vol. 20(3), pages 629-649, September.
    19. Yu, Haitao & Peng, Zhong-Ren, 2019. "Exploring the spatial variation of ridesourcing demand and its relationship to built environment and socioeconomic factors with the geographically weighted Poisson regression," Journal of Transport Geography, Elsevier, vol. 75(C), pages 147-163.
    20. Xin-Wei Li & Hong-Zhi Miao, 2023. "How to Incorporate Autonomous Vehicles into the Carbon Neutrality Framework of China: Legal and Policy Perspectives," Sustainability, MDPI, vol. 15(7), pages 1-24, March.

    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:eee:trapol:v:127:y:2022:i:c:p:61-79. 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/30473/description#description .

    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.