Exploring driver and user perspectives of service quality in sharing economy transport platforms

IF 3.6 4区管理学 Q2 MANAGEMENT

Total Quality Management & Business Excellence Pub Date : 2023-02-01 DOI:10.1080/14783363.2023.2169123

Natalia Amat-Lefort, F. Marimon, M. Mas-Machuca

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Abstract

With the rise of the sharing economy, companies such as Uber have emerged as an alternative to traditional transport methods. Digital sharing economy platforms enable the encounter of two types of ‘users’: peer providers (i.e. drivers) and travellers (commonly referred as users). To acknowledge the needs of both the user and the provider, we must understand their perceptions of service quality (SQ) in this new context. However, existing research about SQ in platform-based transport focuses only on the users’ perspective. Given that peer providers are an essential part of peer-to-peer transport services, this exploratory study aims to capture the perceptions of SQ from the perspective of users and drivers. Relying on service quality theory, two quality assessment scales are designed for the users and the providers, respectively. Based on the data obtained from 646 users and drivers, Structural Equation Modelling (SEM) is used to validate the proposed scales. This study contributes to the literature of quality management in the sharing economy and provides valuable insights for platform managers.

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探索共享经济交通平台服务质量的驱动者和用户视角

随着共享经济的兴起，优步(Uber)等公司已成为传统交通方式的替代选择。数字共享经济平台使两种类型的“用户”相遇:同行供应商(即司机)和旅行者(通常称为用户)。为了认识用户和提供者的需求，我们必须了解他们在这种新环境下对服务质量(SQ)的看法。然而，现有的关于基于平台的运输中SQ的研究只关注用户的角度。鉴于对等供应商是点对点运输服务的重要组成部分，本探索性研究旨在从用户和司机的角度捕捉对SQ的看法。依据服务质量理论，分别为用户和提供者设计了两个质量评价量表。基于从646名用户和司机中获得的数据，使用结构方程模型(SEM)来验证所提出的量表。本研究丰富了共享经济中质量管理的相关文献，为平台管理者提供了有价值的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Total Quality Management & Business Excellence MANAGEMENT-

CiteScore

8.90

自引率

12.80%

发文量

期刊介绍： Total Quality Management & Business Excellence is an international journal which sets out to stimulate thought and research in all aspects of total quality management and to provide a natural forum for discussion and dissemination of research results. The journal is designed to encourage interest in all matters relating to total quality management and is intended to appeal to both the academic and professional community working in this area. Total Quality Management & Business Excellence is the culture of an organization committed to customer satisfaction through continuous improvement. This culture varies both from one country to another and between different industries, but has certain essential principles which can be implemented to secure greater market share, increased profits and reduced costs. The journal provides up-to-date research, consultancy work and case studies right across the whole field including quality culture, quality strategy, quality systems, tools and techniques of total quality management and the implementation in both the manufacturing and service sectors. No topics relating to total quality management are excluded from consideration in order to develop business excellence.