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p-Index From 2020 - 2025
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All Journal International Journal of Tourism and Hospitality in Asia Pasific
Thevarayan, Povinkumar A/L
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Humanities

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Intention to Repurchase Taxi-Hailing Apps and Factors Affecting Customer Satisfaction: A Case Study of a Digital Mobility Platform Chien Ng, Wei; Binti Ibrahim, Haslindar; Poon, Wai Shen; Poh, Jian Hua; Phan, Co Ying; Thevarayan, Povinkumar A/L; Qian, Chengcong; Ali, Anees Jane; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 2 (2025): June 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i2.4019

Abstract

The rise of internet technology and smartphone adoption has significantly transformed the transportation landscape, with e-hailing services like AirAsia Move gaining popularity in Malaysia. This study aims to examine the key factors influencing customer satisfaction and how these factors affect users’ intention to repurchase AirAsia Move services. A quantitative approach was employed, using an online survey distributed via Google Forms to 125 active users of the app. Regression analysis revealed that perceived usefulness (? = 0.328), compatibility (? = 0.359), and customer satisfaction (? = 0.359) have a significant positive impact on repurchase intention, supporting hypotheses H1, H3, and H5. The model explained 77.1% of the variance in repurchase intention (R² = 0.771). Moreover, customer satisfaction mediates the relationship between perceived usefulness and compatibility on repurchase intention, while price and safety were found to be statistically insignificant. The findings emphasize the importance of designing functionally useful and compatible e-hailing services to improve customer satisfaction and encourage repeat usage. Practical implications include prioritizing app usability and integration into users’ routines to enhance customer loyalty and competitiveness in the digital mobility market.
Co-Authors Ali, Anees Jane Binti Ibrahim, Haslindar Chien Ng, Wei Kee, Daisy Mui Hung Phan, Co Ying Poh, Jian Hua Poon, Wai Shen Qian, Chengcong