Background

Taxi services have played an essential role in the transport system as they contribute to urban mobility. With the rapid development of information and communication technologies, ride-hailing services, one of the typical sharing economy forms of road transport, have become increasingly popular. The uptake of app-based technologies that support the sharing economy for transport is considered to threaten the future of traditional taxi services directly.

Aim

This study aims to compare the direct and indirect effects of factors such as perceived benefits of booking method, perceived safety, involvement and satisfaction on the loyalty of passengers to ride-hailing and traditional taxi services.

Method

A structural equation model of the relationships among these constructs was tested using data collected from 545 respondents (263 ride-hailing passengers and 282 traditional taxi passengers) who have used these services at least once a month in Vietnam.

Results

The results have confirmed that there was a strong relationship between satisfaction and loyalty for ride-hailing as well as traditional taxi services. It was also evident that the variable describing the perceived benefits of booking method was the second strongest factor influencing traditional taxi passengers’ loyalty while the perception of safety was the second most important determinant of ride-hailing passengers’ loyalty.

Conclusions

Results from this investigation offer insights for the development of strategies aiming at increasing the loyalty of ride-hailing as well as traditional taxi users. By focusing on the strengths and improving the weaknesses of each transport service, these two services can be complementary and co-existing without cannibalising each other. In turn this will lead to a transport system capable to serve all types of users.

中文翻译：

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乘客忠诚度的形成：乘车服务与传统出租车服务之间的差异

背景

出租车服务在交通运输系统中起着至关重要的作用，因为它们有助于城市交通。随着信息和通信技术的飞速发展，乘车服务是公路运输的一种典型的共享经济形式，已经越来越受欢迎。支持基于共享的交通运输技术的基于应用程序的技术的采用被认为直接威胁到传统出租车服务的未来。

目标

这项研究旨在比较各种因素的直接和间接影响，例如预订方法的感知优势，感知的安全性，参与度和满意度对乘客对乘车和传统出租车服务的忠诚度。

方法

使用从545个受访者（263个叫车乘客和282名传统出租车乘客）中收集的数据测试了这些构造之间的关系的结构方程模型，这些受访者每月至少在越南使用一次这些服务。

结果

结果证实，对乘车服务以及传统出租车服务的满意度和忠诚度之间存在很强的关系。同样明显的是，描述预订方法的感知收益的变量是影响传统出租车乘客忠诚度的第二大因素，而安全感知是乘车乘客忠诚度的第二重要决定因素。

结论

这项调查的结果为旨在提高乘车者和传统出租车使用者忠诚度的策略的发展提供了见识。通过专注于每种运输服务的优势和劣势，这两种服务可以互补并且共存，而不会彼此蚕食。反过来，这将导致能够为所有类型的用户提供服务的运输系统。