Despite the broad interest in shared and automated mobility and the need to understand customer expectations to guide further developments, no instrument exists that measures perceived service quality for automated mobility as a service (AMaaS). Using data from 23 exploratory interviews and three empirical surveys with a total of 1431 participants, this study develops and validates a hierarchical, multi-dimensional quality scale. After identifying relevant quality constructs, we purify the initial item set until satisfactory psychometric properties are achieved. Eventually, we identify two primary quality dimensions (outcome quality and trust) and seven significant quality attributes (time efficiency, environmental impact, convenience, flexibility, cybersecurity, privacy, and traffic safety). We confirm the nomological validity to strengthen the scale's predictability further. Our work supports practitioners in developing high-quality customer-oriented mobility offerings and researchers in building stronger theories utilizing thoroughly validated constructs and a measure that predicts customer perceptions reliably.
Wiefel, Jennifer and Buxmann, Peter, "Automated Mobility as a Service – Development of a Hierarchical Quality Scale" (2021). ECIS 2021 Research Papers. 75.
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