Customer perceptions of shared autonomous vehicle usage: an empirical study

Changes in demographics and mobility behaviour such as the increasing participation in shared economies and the evolving trend of autonomous driving has accelerated the move towards autonomous mobility services. Coupled with the changing needs, perceptions and behaviours of customers, it is crucial that automobile manufacturers and mobility service providers deliver excellent customer service and build long-term customer relationships. This study examined customer perceptions of technology availability, internet connectivity, safety, reliability, service provider attributes and their relationships with customer perceived value and customer purchase intentions in mobility services. Data was collected from 206 respondents via an online survey. The findings showed that the best predictor of customer perceived value is technology availability, while the best predictor of purchase intentions is service provider attributes. The findings provide important insights for automobile manufacturers and mobility service providers. Further discussion and implications are provided.

• Record URL:
  https://doi.org/10.1504/IJATM.2020.105314
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/14709511
• Supplemental Notes:
  • Copyright © 2020 Inderscience Enterprises Ltd.
• Authors:
  • Wong, Amy
  • Rinderer, Peter
• Publication Date: 2020

Language

• English

Media Info

• Media Type: Web
• Features: References;
• Pagination: pp 108-129
• Serial:
  • International Journal of Automotive Technology and Management
  • Volume: 20
  • Issue Number: 1
  • Publisher: Inderscience Enterprises Limited
  • ISSN: 1470-9511
  • Serial URL: http://www.inderscience.com/jhome.php?jcode=IJATM

Subject/Index Terms

• TRT Terms: Attitudes; Autonomous vehicles; Customer service; Customers; Empirical methods; Motor vehicle industry; Purchasing; Vehicle sharing
• Subject Areas: Administration and Management; Highways; Vehicles and Equipment;

Filing Info

• Accession Number: 01736224
• Record Type: Publication
• Files: TRIS
• Created Date: Apr 15 2020 1:48PM