| dc.description.abstract | The development of transportation and speed of technology with the globalization after participating in the WTO has brought Vietnam opportunities to chasing the civilization with new foreign providers together with the challenges for domestic companies for gaining success. However, in order to have the long-term business achievement, customer loyalty is a key for any transport providers
In an attempt to investigate the determinants that influence customer loyalty, after reviewing a wide range of literature, the model of David Gefen (2002) would be the most appropriate to my study. This model includes four contexts: service quality, customer trust, perceived risk and customer loyalty while service quality is built by five dimensions of SERVQUAL and perceived risk is the negative mediating determinants between customer trust and customer loyalty.
Regarding to the purpose of this study, the quantitative and qualitative method are combined to complete the method. Be more specific, 126 questionnaires were distributed to students in VNU and 244 online surveys (email, google survey) to office staffs in HCM City. As a result, the study showed that service quality and perceived risk have influence on customer loyalty. Meanwhile, unlike the proposed model of Gefen (2002), there is no relationship between customer trust and customer loyalty.
Finally, the discussion and recommendations of this research are explicit reported to help Uber to create strategies to strengthen and improve their competitiveness, in other words, to become success through maintaining loyal customers, which lead to win the market share from domestic taxi companies. | en_US |
