What Drives Consumers’ Booking Intention of E-Hailing Services in Malaysia?

Abstract

This study aims to test the role of perceived price attractiveness, perceived service quality, perceived reputation, trust and attitude on consumers’ booking intention of e-hailing services. The data were collected via self-administered survey questionnaire, yielding 192 usable responses. The study found that perceived attractiveness, perceived service quality, perceived reputation, attitude and trust positively influence consumers’ booking intention of e-hailing services. This study is among the pioneers to highlight on the impact of the external factors namely price attractiveness and perceived reputation on consumers’ booking intention towards e-hailing services in the Malaysian market. The findings from this study are expected to benefit the e-hailing company and the researchers that specialized in consumer behaviour study.