{"title":"Customer perceptions of shared autonomous vehicle usage: an empirical study","authors":"A. Wong, Peter Rinderer","doi":"10.1504/ijatm.2020.10026966","DOIUrl":null,"url":null,"abstract":"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.","PeriodicalId":35873,"journal":{"name":"International Journal of Automotive Technology and Management","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2020-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Automotive Technology and Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/ijatm.2020.10026966","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Engineering","Score":null,"Total":0}
引用次数: 4
Abstract
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.
期刊介绍:
IJATM is a vehicle to provide a refereed and authoritative source of information in the field of automotive technology, automotive management and related disciplines.