The Digitalisation in Mobility Service Industry

This Research discusses the implications digitalisation might have on the mobility service industry. This comprises the manner in which business activities are carried out as well as a potential shift in the market-leading companies. Moreover, the development of a model which ought to quantify this impact is sought after. The implication assessment was carried out by conducting an online questionnaire survey distributed to more than 14,500 potential consumers in Germany. The data analysis of this Research is based on interim results which comprise 456 fully completed cases. The findings suggest that a shift from plain mobility management to a more customer-centred management perspective is widely accepted and required. Nevertheless, the inclusions of services that are not primarily concerned with the alleviation of overcoming spatial distances are perceived less attractive. The selection of rewards and amenities that should be available in loyalty programmes are rather traditional options as well such as price reductions for future purchases or service upgrades. Nonetheless, a trend towards a greater acceptance of non-mobility related services and amenities is observed in younger generations. The findings further suggest that internet companies such as Google are currently seen as the most competent in the provision of multimodal mobility services. Thus, it may be concluded that the way for a potential shift of paradigm in the mobility service industry is paved.