A Partial Least Squares Path Model of Repurchase Intention in Smartphone-based Ride Hailing Service

The aims of this study are applying the Perceived value model and employing the three factors defining service quality of information system from DeLone and McLean’s success model to identify the key factors affecting repurchase intention in smartphone-based ride hailing service. The research framework was examined with 427 valid respondents from Grab and Uber customers in Vietnam. Partial Least Square (PLS) employed to analyze the measurement and structural model. The statistical results support all seven proposed hypotheses. The study confirm that service quality and electronic service quality of information system are significant predictors of overall perceived service quality. In addition, when customer perceives the service quality outweighs their sacrifices, the perceived value increase, subsequently results in higher repurchase intention towards smartphone-based ride-hailing service. Overall, other variables account for 51.1% of variance of repurchase intention. The study confirms the relationships of the three variables represent the electronic service quality and service quality with the overall service quality, which directly effects to perceived value, considering a more comprehensive model for service in m-commerce context.