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

Yong Liu, Danyu Huang, Meng Wang, Yaru Wang


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. 


Bike-sharing systems; Service quality; Satisfaction; Loyalty


Article Metrics

Metrics Loading ...

Metrics powered by PLOS ALM

Av. da Liberdade, 532 - São Paulo - SP Brasil Cep. 01502-001 Tel. 55 11 3272-2340
 The RBGN adopts the Creative Commons licens CC-BY Creative Commons Attribution 4.0 

The RBGN has the financial support from Fundação Escola de Comércio Álvares Penteado - FECAP and development agencies Conselho Nacional de Desenvolvimento Científico e Tecnológico - CNPq and Coordenação de Aperfeiçoamento de Pessoal de Nível Superior – CAPES.

Desenvolvido por:

Logomarca da Lepidus Tecnologia