Abstract
Bicycle-sharing application has developed rapidly in China in the past few years, and how to improve its service quality has become an important research topic. Drawing upon expectation confirmation theory and the SERVQUAL model, this study aims to examine the influence of perceived service quality on customers’ satisfaction and continuance intention of the bicycle-sharing application. Data was collected from 437 customers of the leading bicycle sharing service platforms in China, and structural equation modeling technique was used to examine the research model. The empirical results suggest that perceived tangible is the most significant service dimension that positively influences customers’ confirmation, followed by response, empathy and reliability. Further, customers’ confirmation of service quality is positively associated with satisfaction, which in turn promotes their continuance intention. Theoretical implications and practical implications are discussed in the final section.
Recommended Citation
Shao, Zhen and Ge, Chaoyi, "Impact of Service Quality on Individuals' Continuance Intention of the Bicycle-Sharing Application" (2018). PACIS 2018 Proceedings. 6.
https://aisel.aisnet.org/pacis2018/6