Customer satisfaction in sharing economy the case of ridesharing service in Alexandria, Egypt
Author(s)
Samira Mohamed Abd Elmeguid , Mohamed A Ragheb , Passent I Tantawi , Ahmed Moussa Elsamadicy
Publication date 2018
Abstract
The phenomenon of the shared economy is still quite new. The concept of collaborative consumption is associated with this phenomenon. It can be understood as a socio-economic ecosystem built around the sharing of human, physical and intellectual resources. Consequently, reduce the extent to which assets are underutilized. Sharing economy is an internet-based business model that involves people exchanging their resources and skills on a peer-to-peer (P2P) basis rather than using traditional businesses. Examples include ride share services such as Uber or Careem instead of a taxi. The study explores the factors influencing customer satisfaction in the context of sharing economy, focusing on the case of ridesharing service in Alexandria. This case is analyzed from a consumer perspective in contribution to fill the gap in understanding the sharing economy. A quantitative survey approach is applied using structured questionnaire to identify outcome of customer value as well as determinants of customer satisfaction. Results of regression analysis and Structural Equation Modelling (SEM) conducted revealed that there is a significant effect of all research variables, except for Cost Savings. The study provides concrete insights into current satisfaction with the Ridesharing service provided in Alexandria City. Eventually, it would help to develop a regulatory approach to ridesharing and enshrines basic safety and consumer protection requirements.
