Tourist satisfaction with online car-hailing: evidence from Hangzhou City, China

Abstract

This study develops a theoretical framework based on the American Customer Satisfaction Index (ACSI) model to examine the formation and determinants of tourists’ satisfaction with online car-hailing. Self-administered questionnaires were used to survey 486 tourists in Hangzhou, China. The results show that the perceived quality and value of online car-hailing have a significant positive impact on tourist satisfaction. Perceived value partially mediated the relationship between perceived quality and tourist satisfaction. Further, perceived quality and perceived value played a chain mediating effect on the relationship between tourist expectation and tourist satisfaction. In addition, this study verified that satisfaction negatively impacts complaints and positively impacts loyalty, and complaints negatively impact loyalty. Management implications and recommendations for future research are also discussed.

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