How do Service Quality, Value, Pleasure, and Satisfaction Create Loyalty to Smart Dockless Bike-Sharing Systems?
Vol. 22 No. 3 (2020), Articles
Vol. 22 No. 3 (2020)

How do Service Quality, Value, Pleasure, and Satisfaction Create Loyalty to Smart Dockless Bike-Sharing Systems?

Articles
https://doi.org/10.7819/rbgn.v22i3.4070
Published 2020-07-08
Yong Liu
Chengdu University of Technology, College of Management Science, Chengdu, China.
http://orcid.org/0000-0001-9550-2027
Danyu Huang
Chengdu University of Technology, College of Management Science, Chengdu, China.
http://orcid.org/0000-0002-9250-450X
Meng Wang
Chengdu University of Technology, College of Management Science, Chengdu, China.
http://orcid.org/0000-0002-2302-8845
Yaru Wang
Chengdu University of Technology, College of Management Science, Chengdu, China.
http://orcid.org/0000-0001-8494-1112
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Keywords

Bike-sharing systems
Service quality
Satisfaction
Loyalty

How to Cite

Liu, Y., Huang, D., Wang, M., & Wang, Y. (2020). How do Service Quality, Value, Pleasure, and Satisfaction Create Loyalty to Smart Dockless Bike-Sharing Systems?. Review of Business Management, 22(3), 705–728. https://doi.org/10.7819/rbgn.v22i3.4070
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Abstract

Purpose – The purpose of this research is to investigate which factors influence users’ loyalty to smart dockless bike-sharing systems (DBSS). 

 

Design/methodology/approach – A sample of 374 subjects who had previously experienced smart DBSS was obtained and the partial least squares (PLS) method was performed to analyze the measurement and structural models. 

 

Findings – The results indicated that customer loyalty was the final construct produced by perceived green value, customer satisfaction, and perceived pleasure, which were found to be partial mediators between service quality and customer loyalty.  

 

Originality/value – This study (1) provides a new perspective from which to examine consumer loyalty behavior in a smart DBSS context, (2) it identifies the role of service quality as an important stimulus, (3) it confirms that perceived pleasure not only has an effect on customer loyalty, but also acts as an excellent mediator, and (4) it provides empirical evidence for smart DBSS providers to enhance the adoption of green transport and to strengthen customer loyalty to smart DBSS. 

https://doi.org/10.7819/rbgn.v22i3.4070
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