Customer perceptions of shared autonomous vehicle usage: an empirical study

Abstract

Changes in demographics and mobility behaviour such as the increasing participation in shared economies and the evolving trend of autonomous driving has accelerated the move towards autonomous mobility services. Coupled with the changing needs, perceptions and behaviours of customers, it is crucial that automobile manufacturers and mobility service providers deliver excellent customer service and build long-term customer relationships. This study examined customer perceptions of technology availability, internet connectivity, safety, reliability, service provider attributes and their relationships with customer perceived value and customer purchase intentions in mobility services. Data was collected from 206 respondents via an online survey. The findings showed that the best predictor of customer perceived value is technology availability, while the best predictor of purchase intentions is service provider attributes. The findings provide important insights for automobile manufacturers and mobility service providers. Further discussion and implications are provided.