| dc.description.abstract | In recent years, due to the rise of sharing economy, many companies have operated various business developments, among which the shared e-scooter service is becoming more and more common in Taiwan. The way it can rent electric scooters immediately has made a big difference in consumers’ lives, so we focus on the consumer acceptance and awareness. This study use the service quality gap model as the theoretical basis and the gap 5 expectation-perception model to investigate the difference between consumers′ expectations and perceptions of the sharing e-scooter service. The model is used to understand which of the service quality factors, tangibles, reliability, responsiveness, assurance, and empathy, are important to customers. In addition, the perceived price is added as a moderating factor to investigate whether the customer′s subjective price has an impact on the service quality and customer satisfaction.
The research model was tested with data collected from 362 potential users, and using structural equation modeling (SEM) to validate the causal relationship between variables. The results of this study were summarized as follows. Tangibility, reliability, and empathy have a significant effect on customer satisfaction, which means that customers care about the physical equipment, the professionalism of customer service personnel, and the individual services provided by the company. In addition, the analysis of variance indicates that there are significant gaps in tangibles, responsiveness, and empathy. Combining these two results, we can know that companies should prioritize to improve the gap between tangibles and empathy in order to improve the service quality. Besides, perceived price has the significant moderating effect. We conclude that customers are affected by price considerations when making choices and cause the effect of their perceptions. The results of this study could provide a reference on academic and companies. | en_US |