Research Article
Customer Experiences and Continuance Intention in Malaysia E-Hailing Industry
@INPROCEEDINGS{10.4108/eai.4-11-2022.2329833, author={Felina Felise Fuza Hamdan and Abdul Kadir Othman and Nur Najjah Abd Rahim and Azuati Mahmud}, title={Customer Experiences and Continuance Intention in Malaysia E-Hailing Industry}, proceedings={Proceedings of the International Conference on Sustainability in Technological, Environmental, Law, Management, Social and Economic Matters, ICOSTELM 2022, 4-5 November 2022, Bandar Lampung, Indonesia}, publisher={EAI}, proceedings_a={ICOSTELM}, year={2023}, month={9}, keywords={customer experiences continuance intention product experience outcome focus moments of truth peace of mind e-hailing service}, doi={10.4108/eai.4-11-2022.2329833} }- Felina Felise Fuza Hamdan
Abdul Kadir Othman
Nur Najjah Abd Rahim
Azuati Mahmud
Year: 2023
Customer Experiences and Continuance Intention in Malaysia E-Hailing Industry
ICOSTELM
EAI
DOI: 10.4108/eai.4-11-2022.2329833
Abstract
This paper seeks to discuss the effect of product experience, outcome focus, moments of truth and peace of mind towards continuance intention among Malaysia e-hailing users. Today’s society has become a more dependent consumer who is more attached to e-hailing services. E-hailing service enables consumers with an alternative transportation solution that is convenient and affordable. This paper suggests that all the variables, namely product experience, outcome focus, moments of truth and peace of mind, have a significant positive effect on continuance intention, specifically among e-hailing users. Data will be collected from 385 e-hailing users. The collected data will be analysed using the Statistical Packages for Social Sciences (SPSS) 26. The study will provide e-hailing companies to embrace the variables that, in turn, will enable them to develop effective and efficient plans that incorporate the criteria described to increase the level of customer continuance intention.