From Consumer Satisfaction to Recommendation of Mobile App–Based Services: An Overview of Mobile Taxi Booking Apps

Abstract

Since MTB has been deemed as the business model of 21st century but its long-term sustainability depends on level of consumer satisfaction with its applicability in their everyday life. Therefore, current research aims to highlight factors which could shape consumers’ satisfaction and further trigger their intuition to recommend it in their circle of influence. Unified theory of acceptance and use of technology 2 (utaut2) was modified and extended to fit the purpose. Data were collected from prevailing MTB users and analyzed in PLS-SEM. Results reveal that utaut2 factors signify their effects on consumer satisfaction which further trigger their instinct to recommend MTB. Current research modified utaut2 with mediating role of consumer satisfaction with MTB which further stimulates their instinct to recommend it. The modified framework adds value to the theoretical horizon of utaut2 and further extends its applicability in a novel setting like MTB. The study offers insightful implications to MTB companies for effective design and implementation of future strategies. Moreover, limitations and suggestions for future researchers are also discussed.