Unveiling the role of gamification in shared mobility services

Maria Giovina Pasca (), Roberta Guglielmetti Mugion (), Laura Di Pietro () and Maria Francesca Renzi ()
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Maria Giovina Pasca: Niccolò Cusano University
Roberta Guglielmetti Mugion: Roma Tre University
Laura Di Pietro: Roma Tre University
Maria Francesca Renzi: Roma Tre University

Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, 2025, vol. 27, issue 6, No 41, 13410 pages

Abstract: Abstract The study investigates the gamification role in the sharing mobility service industry and its implications on consumers’ loyalty and service quality. An empirical study is developed in Italy by adopting the mixed-method approach. The study performed qualitative analysis through interviews to investigate the gamification role and the implications with sustainability and service quality topics. Thereafter, a quantitative analysis was conducted, and the theoretical model was analysed through structural equation modelling. The paper reveals that gamification promotes consumers loyalty and service quality in shared mobility services. Our model confirmed that the service quality is essential for influence users’ satisfaction that affects service loyalty in shared mobility services. Service quality is strongly affected by both quality of means and mobile app. The results provide insights for mobility operators suggesting to invest in improving the quality of services and for policymakers to promote sustainable behaviours and support the recovery from the Covid-19 outbreak.

Keywords: Consumer behaviour; Consumer loyalty; Gamification; Service quality; Shared mobility service; Sustainability; Sustainable mobility (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s10668-024-04465-0

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