ISO 9001:2015

DETERMINANTS INFLUENCING CUSTOMER PERCEIVED VALUE TOWARD APPLICATION-BASED TAXI & APPLICATION-BASED CAR IN BANGKOK: A STUDY

Of this study, lifestyle of people has been changing through time. People do transactions through m-commerce platform more and more. Transportation is a good example. In this particular study, the customer perceived value was raised up to be studied. It was influenced by my many factors from previous theories and studies. However, the study aimed at study the determinants influencing customer perceived value between application-based taxi and application-based car in Bangkok. The findings resulted that all four variables which were Physical Environment Quality, Service Quality, Corporate Brand or Image, and Self-Service Technology Quality had a significant effect on customer perceived value of application-based taxi. Applied the same logic to application-based taxi, the Physical Environment Quality had no significant influence on the customer perceived value. Apart of that Technology readiness had a significant influence on Self-Service Technology Quality of the two groups. The research was applied to test all 400 Thai respondents of which 200 repondents came through application-based taxi and another 200 respondents were from application-based car, through online questionnaires of 2018. Descriptive and Inferential Statistics were used with the study. Moreover, purposive, cluster, and convenience sampling were employed in this study as well.   
 
KEYWORDS: Customer Perceived Value, Environment Quality, Self-Service Technology Quality. 

Introduction Digitalization has transformed the world seems to be a statement that we have heard a lot from time to time, Almost a decade, its impact the internet-of-thing society. Then there are emerging businesses encountering with the m-commerce platform. Many researchers (Ali, 2016; Feng, Hoegler and Stucky, 2006; Veijalainen, Terziyan and Tirri, 2006) found that businesses have been emerged by new opportunities in m-commerce and embedded in the well-defined business plan by many senior managers. Transportation industry is also affected by this consequence. Beginning with transportation mode, in metropolitan area like Bangkok, there are quite a lot of the mode like bus, rail system (BTS Sky train and MRT, airport rail link), water transport like water bus and so on depending on the characteristics of the transportation mode. However, rush hour and comfort would be the definite terms for people living in the area. One interesting business fit with the behavior of people is about taxi, the solution in a daily rush hour and convenient mode of transportation. Many taxi hailing applications raised up in recent years. The applicable ones in Thailand are like Grab, All Thai Taxi, Taxi OK and LINE Taxi. The most powerful one is Grab Taxi that take a good trend to catch up the market.


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