International Journal of Industrial Engineering and Management

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Vol. 15 No. 3 (2024)
Original Research Article

A multi-group analysis of car-hailing and taxi on loyalty intention in Hong Kong

Chi Ho Li
Hong Kong Metropolitan University, Hong Kong SAR, China
Yuk Ting Chow
Hong Kong Polytechnic University, Hong Kong SAR, China

Published 2024-09-01

abstract views: 140 // FULL TEXT ARTICLE (PDF): 4


Keywords

  • Sustainability,
  • Transportation,
  • Taxi,
  • Car-hailing,
  • Multi-group analysis

How to Cite

Li, C. H., & Chow, Y. T. (2024). A multi-group analysis of car-hailing and taxi on loyalty intention in Hong Kong. International Journal of Industrial Engineering and Management, 15(3), 196–212. https://doi.org/10.24867/IJIEM-2024-3-357

Abstract

This study proposes a Structural Equation Model (SEM) to explore the relationship between the behavior from the driver, perceived service atmosphere, perceived value, attitude and loyalty intention of customers from using taxi and car-hailing services. Meanwhile, the relationship of safety, green value, privacy, risk, sensitivity, and security as sustainability measures and customer attitude to the two services are also included in our model. Results suggest that behavior from drivers, service atmosphere, together with multiple sustainability measures, would have direct and indirect positive effects on loyalty intention, regardless of the user groups.

Article history: Received (October 21, 2023); Revised (May 31, 2024); Accepted (June 21, 2024); Published online (July 19, 2024)

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