The Study on the Impact of Sharing Economy Service Quality and Expectation Confirmation on Consumer’s Continuance Intention

• Main Authors: LIN, WEN-YU, 林文玉
• Other Authors: CHANG, HUI-CHEN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/5b8m42

碩士 === 國立臺北大學 === 企業管理學系 === 107 === In recent years, the rise of the sharing economy has been promoted and has formed an emerging trend. The sharing economy is a new economic model that allows people to sell and share their idle resources through network and mobile device platform to achieve mutual benefit and create value. According to 2018 CB Insights' list of 10 super-unicorns companies with a value of more than 10 billion in the world, the sharing economy enterprises accounted for the first, second, fifth and eighth place. Sharing economy is expected to grow to $335 billion by 2025, and every industry will be influenced by this innovative model. Even though the sharing economy has become a trend of business activities that cannot be ignored, there are few studies in the past explored the influence of service quality on the continue intention related to sharing economy. Therefore, this study explores the impact of consumers perceived online and offline service quality on the continue intention of adoption of shared economy from the view of expectation confirmation theory. Convenient sampling was used on data collection. Through online questionnaire, the survey was conducted on consumers who had used the sharing economy in Taiwan. A total of 279 valid samples were obtained. Confirmatory factor analysis was used to evaluate reliability and validity analysis, and then the regression analysis method was used to test the hypotheses of the study. The result of this study found that consumers perceived online and offline service quality has positive influence on expectation confirmation, satisfaction, and continuance intention of usage, and expectation confirmation has partial mediating effect on above mentioned relationship. According to the results of this study, in order to meet the expectations and satisfaction of consumers, the providers of sharing economy should continue to maintain or improve the quality of service to enhance continuance intention of usage. It is expected that the results of this study will contribute to the development of service quality theory in the emerging sharing economy market and can provide successful business strategies as reference to platform operators.