IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i22p15484-d979902.html
   My bibliography  Save this article

Measuring Customers’ Satisfaction and Preferences for Ride-Hailing Services in a Developing Country

Author

Listed:
  • Nazam Ali

    (Department of Civil Engineering, School of Enginering, University of Management and Technology, Lahore 54770, Pakistan)

  • Muhammad Ashraf Javid

    (Department of Civil Engineering, Capital University of Science and Technology, Islamabad Expressway, Kahuta Road, Zone-V, Islamabad 44000, Pakistan)

  • Tiziana Campisi

    (Faculty of Engineering and Architecture, Kore University of Enna, 94100 Enna, Italy)

  • Krisada Chaiyasarn

    (Thammasat Research Unit in Infrastructure Inspection and Monitoring, Repair and Strengthening (IIMRS), Faculty of Engineering, Thammasat School of Engineering, Thammasat University Rangsit, Klong Luang, Pathumthani 12000, Thailand)

  • Panumas Saingam

    (Department of Civil Engineering, School of Engineering, King Mongkut’s Institute of Technology Ladkrabang, Bangkok 10520, Thailand)

Abstract

Ride-hailing services play an important role in developing countries where conventional transport systems are not enough to meet the needs of commuters because of increased populations. This form of transport has gained much popularity in developing regions because of the inclusion of motorcycles and rikshaws in ride-hailing services. To the best of the authors’ knowledge, there has been little research on passengers’ behavior towards these ride-hailing services that focuses on social protection and the fare system in developing regions. Therefore, this research study is aimed at investigating the behavior of commuters towards these ride-hailing services in Lahore, which is the second largest city in Pakistan and can be considered as a case study of a developing country. A total of 531 useable valid responses were collected through face-to-face interactions, including the sociodemographics (SEDs) and behavior of commuters towards these services. The results of an explanatory factor analysis (EFA) and structural equation modeling (SEM) revealed that some of the significant latent variables of these ride-hailing services are comfort, convenience, privacy and security, the fare system, social protection, and safety. The commuters’ overall evaluation of these services is positive and affects their present and future preferences. The structural coefficient between convenience and the variable of present preference is significant and negative, which shows that there are respondents who infrequently use ride-hailing services despite having high satisfaction. The riders’ satisfaction with privacy, security, social protection, safety, and comfort has a positive and direct impact on their present preferences as the structural estimates are positive, which means that the higher their views on privacy, security, and comfort, the more frequently they intend to use ride-hailing services for commuting. Increased social protection, safety, privacy, and security will improve the evaluations of the commuters and influence their present preferences for these ride-hailing services. Even though there are regulations on these ride-hailing services, some concrete policy interventions are needed for improvements in commuters’ overall evaluations of these services in order to influence their future preferences. The findings of this research study, if applied in the real world, can improve the overall evaluation of the commuters and positively influence their present and future preferences for these ride-hailing services.

Suggested Citation

  • Nazam Ali & Muhammad Ashraf Javid & Tiziana Campisi & Krisada Chaiyasarn & Panumas Saingam, 2022. "Measuring Customers’ Satisfaction and Preferences for Ride-Hailing Services in a Developing Country," Sustainability, MDPI, vol. 14(22), pages 1-14, November.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:22:p:15484-:d:979902
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/22/15484/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/22/15484/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Vanderschuren, Marianne & Baufeldt, Jennifer, 2018. "Ride-sharing: A potential means to increase the quality and availability of motorised trips while discouraging private motor ownership in developing cities?," Research in Transportation Economics, Elsevier, vol. 69(C), pages 607-614.
    2. Muhammad Ashraf Javid & Nazam Ali & Syed Arif Hussain Shah & Muhammad Abdullah, 2021. "Travelers’ Attitudes Toward Mobile Application–Based Public Transport Services in Lahore," SAGE Open, , vol. 11(1), pages 21582440209, January.
    Full references (including those not matched with items on IDEAS)

    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. Sovacool, Benjamin K. & Daniels, Chux & AbdulRafiu, Abbas, 2022. "Transitioning to electrified, automated and shared mobility in an African context: A comparative review of Johannesburg, Kigali, Lagos and Nairobi," Journal of Transport Geography, Elsevier, vol. 98(C).
    2. Nuren Abedin & Md Mahmudur Rahman & Muhammad Ismail Hossain & Kenji Hisazumi & Ashir Ahmed, 2020. "Travel Behavior of SME Employees in Their Work Commute in Emerging Cities: A Case Study in Dhaka City, Bangladesh," Sustainability, MDPI, vol. 12(24), pages 1-16, December.
    3. Alejandro Tirachini, 2020. "Ride-hailing, travel behaviour and sustainable mobility: an international review," Transportation, Springer, vol. 47(4), pages 2011-2047, August.
    4. Mirela-Catrinel Voicu & Adina Bărbulescu & Denisa Abrudan, 2022. "On a City Guide App Model," Sustainability, MDPI, vol. 14(23), pages 1-17, November.
    5. Maksymilian Mądziel & Tiziana Campisi & Artur Jaworski & Hubert Kuszewski & Paweł Woś, 2021. "Assessing Vehicle Emissions from a Multi-Lane to Turbo Roundabout Conversion Using a Microsimulation Tool," Energies, MDPI, vol. 14(15), pages 1-21, July.
    6. Nur Oktaviani Widiastuti & Muhammad Zudhy Irawan, 2024. "Ride-Hailing Preferences for First- and Last-Mile Connectivity at Intercity Transit Hubs," Sustainability, MDPI, vol. 16(7), pages 1-20, April.
    7. Shi, Xiaoyang & Li, Zhengquan & Xia, Enjun, 2021. "The impact of ride-hailing and shared bikes on public transit: Moderating effect of the legitimacy," Research in Transportation Economics, Elsevier, vol. 85(C).
    8. Diep Ngoc Su & Duy Quy Nguyen-Phuoc & Lester W. Johnson, 2021. "Effects of perceived safety, involvement and perceived service quality on loyalty intention among ride-sourcing passengers," Transportation, Springer, vol. 48(1), pages 369-393, February.
    9. Katarzyna Solecka & Marcin Kiciński, 2022. "A Multi-Criteria Evaluation of Applications Supporting Public Transport Users," Energies, MDPI, vol. 15(10), pages 1-25, May.
    10. Krauss, Konstantin & Scherrer, Aline & Burghard, Uta & Schuler, Johannes & Burger, Axel Michael & Doll, Claus, 2020. "Sharing Economy in der Mobilität: Potenzielle Nutzung und Akzeptanz geteilter Mobilitätsdienste in urbanen Räumen in Deutschland," Working Papers "Sustainability and Innovation" S06/2020, Fraunhofer Institute for Systems and Innovation Research (ISI).
    11. Wang, Yineng & Lin, Xi & He, Fang & Li, Meng, 2022. "Designing transit-oriented multi-modal transportation systems considering travelers’ choices," Transportation Research Part B: Methodological, Elsevier, vol. 162(C), pages 292-327.
    12. Yulong Pei & Songmin Ran & Wanjiao Wang & Chuntong Dong, 2023. "Bus-Passenger-Flow Prediction Model Based on WPD, Attention Mechanism, and Bi-LSTM," Sustainability, MDPI, vol. 15(20), pages 1-20, October.

    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:gam:jsusta:v:14:y:2022:i:22:p:15484-:d:979902. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.