Explores the impact of ride-hailing service quality on re-ride intention in Zoomers, suggesting satisfaction plays a crucial mediating role.
Key Points
The study aims to understand the relationship between ride-hailing service quality and re-ride intention among Zoomers in Dhaka, focusing on satisfaction as a mediator.
Distributed a structured questionnaire to 300 respondents, using convenience sampling.
Considered 250 valid responses for data analysis.
Employed PLS-SEM to analyze the measurement and structural model using SmartPLS 4.1.1.3.
Reliability and assurance positively relate to re-ride intention.
Empathy, responsiveness, and tangibility are statistically insignificant for re-ride intention.
Zoomer satisfaction is significantly influenced by reliability, responsiveness, and tangibility.
Assurance and empathy show negative correlations with satisfaction.
Zoomer satisfaction mediates the relationship between service quality dimensions and re-ride intention.
Cite This Study
Sumon Kumar Mozumdar (2025) studied this question.