The impact of service personal values on continuance intention towards on-demand ridesharing services
Competition in the on-demand ridesharing service industry is becoming increasingly intense, and sustainability of this innovative business model is uncertain. Studying service personal values may provide insight for service providers to implement appropriate customer retention strategies. Therefore,...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Economics and Management, Universiti Putra Malaysia
2018
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| Online Access: | http://psasir.upm.edu.my/id/eprint/16075/ http://psasir.upm.edu.my/id/eprint/16075/1/8%29%20The%20Impact%20of%20Service%20Personal%20Values%20on%20Continuance%20Intention.pdf |
| _version_ | 1848842859027890176 |
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| author | Aw, Eugene Cheng Xi Kamal Basha, Norazlyn Ng, Siew Imm |
| author_facet | Aw, Eugene Cheng Xi Kamal Basha, Norazlyn Ng, Siew Imm |
| author_sort | Aw, Eugene Cheng Xi |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Competition in the on-demand ridesharing service industry is becoming increasingly intense, and sustainability of this innovative business model is uncertain. Studying service personal values may provide insight for service providers to implement appropriate customer retention strategies. Therefore, the objectives of this study was to validate a structural model where service personal values influence perceived value, and perceived value acts as the predictor of satisfaction, which in turn, affects customers’ continuance intention. Through a purposive sampling technique, 280 questionnaires were collected from respondents with experience using on-demand ridesharing services in Malaysia. The findings revealed that service personal values influenced perceived value, perceived value influenced satisfaction, and satisfaction influenced continuance intention. Furthermore, perceived value mediated the relationship between service personal values and satisfaction. Implications and future research directions were discussed. |
| first_indexed | 2025-11-15T08:05:49Z |
| format | Article |
| id | upm-16075 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T08:05:49Z |
| publishDate | 2018 |
| publisher | Faculty of Economics and Management, Universiti Putra Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-160752019-11-12T06:41:50Z http://psasir.upm.edu.my/id/eprint/16075/ The impact of service personal values on continuance intention towards on-demand ridesharing services Aw, Eugene Cheng Xi Kamal Basha, Norazlyn Ng, Siew Imm Competition in the on-demand ridesharing service industry is becoming increasingly intense, and sustainability of this innovative business model is uncertain. Studying service personal values may provide insight for service providers to implement appropriate customer retention strategies. Therefore, the objectives of this study was to validate a structural model where service personal values influence perceived value, and perceived value acts as the predictor of satisfaction, which in turn, affects customers’ continuance intention. Through a purposive sampling technique, 280 questionnaires were collected from respondents with experience using on-demand ridesharing services in Malaysia. The findings revealed that service personal values influenced perceived value, perceived value influenced satisfaction, and satisfaction influenced continuance intention. Furthermore, perceived value mediated the relationship between service personal values and satisfaction. Implications and future research directions were discussed. Faculty of Economics and Management, Universiti Putra Malaysia 2018 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/16075/1/8%29%20The%20Impact%20of%20Service%20Personal%20Values%20on%20Continuance%20Intention.pdf Aw, Eugene Cheng Xi and Kamal Basha, Norazlyn and Ng, Siew Imm (2018) The impact of service personal values on continuance intention towards on-demand ridesharing services. International Journal of Economics and Management, 12 (2). pp. 473-483. ISSN 1823-836X; ESSN: 2600-9390 http://www.ijem.upm.edu.my/vol12no2/8)%20The%20Impact%20of%20Service%20Personal%20Values%20on%20Continuance%20Intention.pdf |
| spellingShingle | Aw, Eugene Cheng Xi Kamal Basha, Norazlyn Ng, Siew Imm The impact of service personal values on continuance intention towards on-demand ridesharing services |
| title | The impact of service personal values on continuance intention towards on-demand ridesharing services |
| title_full | The impact of service personal values on continuance intention towards on-demand ridesharing services |
| title_fullStr | The impact of service personal values on continuance intention towards on-demand ridesharing services |
| title_full_unstemmed | The impact of service personal values on continuance intention towards on-demand ridesharing services |
| title_short | The impact of service personal values on continuance intention towards on-demand ridesharing services |
| title_sort | impact of service personal values on continuance intention towards on-demand ridesharing services |
| url | http://psasir.upm.edu.my/id/eprint/16075/ http://psasir.upm.edu.my/id/eprint/16075/ http://psasir.upm.edu.my/id/eprint/16075/1/8%29%20The%20Impact%20of%20Service%20Personal%20Values%20on%20Continuance%20Intention.pdf |