The Influence of Continuous Improvement of Public Car-Sharing Platforms on Passenger Loyalty: A Mediation and Moderation Analysis

Fei Ma, Dan Guo, Kum Fai Yuen, Qipeng Sun, Fuxia Ren, Xiaobo Xu and Chengyong Zhao
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Fei Ma: School of Economics and Management, Chang’an University, Xi’an 710064, China
Dan Guo: School of Economics and Management, Chang’an University, Xi’an 710064, China
Kum Fai Yuen: School of Civil and Environmental Engineering, Nanyang Technological University, Singapore 639798, Singapore
Qipeng Sun: School of Economics and Management, Chang’an University, Xi’an 710064, China
Fuxia Ren: School of Economics and Management, Chang’an University, Xi’an 710064, China
Xiaobo Xu: School of Business Administration, American University of Sharjah, Sharjah 26666, UAE
Chengyong Zhao: School of Economics and Management, Chang’an University, Xi’an 710064, China

IJERPH, 2020, vol. 17, issue 8, 1-21

Abstract: Public car-sharing is a growing business model that contributes to sustainable transportation and urban development. The continuous improvement of public car-sharing platform to garner passenger loyalty is vital for a car-sharing platform’s success. This study applied perceived value theory, trust theory, and transaction cost theory to construct a structural equation model in order to explain passenger loyalty. Data from 755 surveys were collected using stratified sampling in mainland China. The estimated results of the theoretical model show that the relationship between continuous improvement and passenger loyalty is mediated by passenger perceived value, passenger trust, and transaction costs. Consequently, a multi-group analysis is conducted to analyze the moderation effects of passenger’s license and car-sharing experience on the theoretical model. The results show that some of the path coefficients are significantly different between these sub-groups. This indicates that platforms should provide differentiate services for passengers based on the purpose of using car-sharing and usage experience. This study provides new theoretical insights into understanding passenger loyalty with respect to public car-sharing and provides policy recommendations for the sustainable development of public car-sharing.

Keywords: car-sharing; continuous improvement; passenger loyalty; structural equation model; perceived value (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2020
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