PACIS 2022 Proceedings


Car-hailing service has developed rapidly since the emergence of the sharing economy (SE), and now it almost covers cities all over the world. With the market competition and the expansion of the operation scale of car-hailing service, there are many problems in the service quality of car-hailing service, so there is an urgent need for quantifiable evaluation instrument. At present, the literature on the instrument of car- hailing service quality is relatively sparse. Based on the classic SERVQUAL scale, combined with the characteristics of car-hailing services, this study aims at the online and offline travel process of car-hailing services from the user's perspective. A comprehensive instrument with 11 first-order dimensions, 3 second- order dimensions and 47 items were proposed. The authors believe that this study will contribute to understanding the evaluation and development of service quality of P2P business models in SE research, and will add to the repository of rigorous research tools used by researchers.



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