| Autor: |
RAHMAN, NOR IRWANI ABDUL, SUANDA, JULINAWATI, MAHMUD, MURNI |
| Předmět: |
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| Zdroj: |
International Journal of Economics & Management; Dec2023, Vol. 17 Issue 3, p373-388, 16p |
| Abstrakt: |
The purpose of this paper is to investigate the influence of relational benefits on customer satisfaction in the context of ride-hailing service. In addition, this study explores the mediating effects of customer satisfaction between relational benefits with customer commitment. Based on a theoretical framework between relational benefits, customer satisfaction and customer commitment, an empirical study using a valid sample of 259 ride-hailing drivers were tested. The conceptual model and proposed relationship were tested using structural equations modelling method. The findings disclose that confidence benefits, special treatment benefits and honor benefits were positively to influence customer satisfaction in ride-hailing service. Confidence benefits, however, did not show any significant effect on customer commitment in a ride hailing service. Notably, customer satisfaction plays a vital mediating role between confidence benefit, special treatment benefit and honor benefit with customer commitment. Findings highlighted the significance of designing a driver-partners program strategically, as they can effectively satisfy driver and foster longer-term commitment with ride-hailing service provider. Given the growing research avenue of relational benefits and customer satisfaction, the present study provides useful insight on the relationship between specific relational benefits and customer satisfaction and the subsequent effects on customer commitment in ride-hailing service industry. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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