Alonso, B., Barreda, R., dell’Olio, L., & Ibeas, A. (2018). Modelling user perception of taxi service quality. Transport Policy, 63, 157-164.10.1016/j.tranpol.2017.12.011
Alshikhi, O.A., & Abdullah, B.M. (2018). Information quality: definitions, measurement, dimensions, and relationship with decision making. European Journal of Business and Innovation Research, 6(5), 36-42.
Alwan, Q.N., & Rajab, R.A. (2021). Effect of functional quality on patient satisfaction through the mental image of hospital. International Journal of Business Management and Economic Review, 4 (3).10.35409/IJBMER.2021.3271
Bilali, A., Dandl, F., Fastenrath, U., & Bogenberger, K. (2019). Impact of service quality factors on ride sharing in urban areas. International Conference on Models and Technologies for Intelligent Transportation Systems (MT-ITS), 1-810.1109/MTITS.2019.8883364
Bobinac, A., Van Exel, N.J.A., Rutten, F.F., & Brouwer, W.B. (2010). Willingness to pay for a quality-adjusted life-year: the individual perspective. Value in Health, 13(8), 1046-1055.10.1111/j.1524-4733.2010.00781.x
Brown, A., & LaValle, W. (2021). Hailing a change: Comparing taxi and ridehail service quality in Los Angeles. Transportation, 48(2), 1007-1031.10.1007/s11116-020-10086-z
Buell, R.W., Campbell, D., & Frei, F.X. (2016). How do customers respond to increased service quality competition?. Manufacturing & Service Operations Management, 18(4), 585-607.10.1287/msom.2016.0589
Chatterjee, C., Triplett, R., Johnson, C.K., & Ahmed, P. (2017). Willingness to pay for safe drinking water: A contingent valuation study in Jacksonville, FL. Journal of environmental management, 203, 413-421.10.1016/j.jenvman.2017.08.008
Dell’Olio, L., Ibeas, A., Cecín, P., & dell’Olio, F. (2011). Willingness to pay for improving service quality in a multimodal area. Transportation Research Part C: Emerging Technologies, 19(6), 1060-1070.10.1016/j.trc.2011.06.004
Deutschmann, J. W., Postepska, A., & Sarr, L. (2021). Measuring willingness to pay for reliable electricity: Evidence from Senegal. World Development, 138, 105209.10.1016/j.worlddev.2020.105209
Edy, D.K. (2021). Design and Technical Quality on The Smes Efficiency: Empirical Evidence From Batik SMEs in Central Java, Indonesia. Jurnal Ekonomi Pembangunan, 22(1), 22-33.
Farooq, M.S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169-180.10.1016/j.jairtraman.2017.12.008
Fauzi, A.A., & Sheng, M.L. (2020). Ride-hailing apps’ continuance intention among different consumer groups in Indonesia: the role of personal innovativeness and perceived utilitarian and hedonic value. Asia Pacific Journal of Marketing and Logistics.
Garcia-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250-262.10.1016/j.smr.2017.07.003
Gharib, M., Giorgini, P., & Mylopoulos, J. (2018). Analysis of information quality requirements in business processes, revisited. Requirements Engineering, 23(2), 227-249.10.1007/s00766-016-0264-4
Gorla, N., Somers, T.M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.10.1016/j.jsis.2010.05.001
Greenfield, D. (2014). Competition and service quality: New evidence from the airline industry. Economics of Transportation, 3(1), 80-89.10.1016/j.ecotra.2013.12.005
Hoang, T.D.L., Nguyen, H.K., & Nguyen, H.T. (2021). Towards an economic recovery after the COVID-19 pandemic: empirical study on electronic commerce adoption of small and medium enterprises in Vietnam. Management & Marketing, 16(1).10.2478/mmcks-2021-0004
Hsu, S.H., Chen, W.H., & Hsieh, M.J. (2006). Robustness testing of PLS, LISREL, EQS and ANN-based SEM for measuring customer satisfaction. Total Quality Management & Business Excellence, 17(3), 355-372.10.1080/14783360500451465
Jiang, P., & Rosenbloom, B. (2005). Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time. European journal of marketing.10.1108/03090560510572061
Kang, G.D. (2006). The hierarchical structure of service quality: integration of technical and functional quality. Managing Service Quality: An International Journal.
Kasiri, L.A., Cheng, K.T.G., Sambasivan, M., & Sidin, S.M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.10.1016/j.jretconser.2016.11.007
Kondasani, R.K.R., & Panda, R.K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International journal of health care quality assurance.10.1108/IJHCQA-01-2015-0008
Konuk, F.A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43, 304-310.10.1016/j.jretconser.2018.04.011
Lee, S., Lee, W., Vogt, C.A., & Zhang, Y. (2021). A comparative analysis of factors influencing millennial travellers’ intentions to use ride-hailing. Information Technology & Tourism, 23(2), 133-157.10.1007/s40558-021-00194-6
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197.10.1016/j.im.2019.103197
Lim, K.B., Yeo, S.F., Goh, M.L., & Gan, J.A.X. (2018). A study on consumer adoption of ride-hailing apps in Malaysia. Journal of Fundamental and Applied Sciences, 10(6), 1132-1142.
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing.10.1108/IJBM-11-2016-0164
Narangajavana, Y., & Hu, B. (2008). The relationship between the hotel rating system, service quality improvement, and hotel performance changes: A canonical analysis of hotels in Thailand. Journal of quality assurance in hospitality & tourism, 9(1), 34-56.10.1080/15280080802108259
Nguyen-Phuoc, D.Q., De Gruyter, C., Nguyen, H.A., Nguyen, T., & Su, D.N. (2020). Risky behaviours associated with traffic crashes among app-based motorcycle taxi drivers in Vietnam. Transportation research part F: traffic psychology and behaviour, 70, 249-259.10.1016/j.trf.2020.03.010
Nguyen-Phuoc, D.Q., Su, D.N., Tran, P.T.K., Le, D.T.T., & Johnson, L.W. (2020). Factors influencing customer’s loyalty towards ride-hailing taxi services–A case study of Vietnam. Transportation Research Part A: Policy and Practice, 134, 96-112.10.1016/j.tra.2020.02.008
Nguyen., N.D., & Dai Trang, T.T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78.10.33844/mbr.2018.60463
Nguyen., N.M., Nguyen. T.M., & Thuy, V.H.N. (2021). Impact of Factors on the Intention to Use Ride-hailing Technology Applications during the COVID-19 Epidemic in Vietnam. International Review of Management and Marketing, 11(1), 1.10.32479/irmm.10839
Ofori, K.S., Anyigba, H., Adeola, O., Junwu, C., Osakwe, C.N., & David-West, O. (2021). Understanding post-adoption behaviour in the context of ride-hailing apps: the role of customer perceived value. Information Technology & People.
Ozbekler, T.M., & Ozturkoglu, Y. (2020). Analysing the importance of sustainability-oriented service quality in competition environment. Business Strategy and the Environment, 29(3), 1504-1516.10.1002/bse.2449
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability, 11(4), 1113.10.3390/su11041113
Palazuelos, E., Crespo, Á.H., & del Corte, J.M. (2018). Accounting information quality and trust as determinants of credit granting to SMEs: the role of external audit. Small Business Economics, 51(4), 861-87710.1007/s11187-017-9966-3
Phuong, N.N.D., & Dai Trang, T.T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78.10.33844/mbr.2018.60463
Polyakova, O., & Mirza, M. (2015). Perceived service quality models: are they still relevant?. The Marketing Review, 15(1), 59-82.10.1362/146934715X14267608178721
Purwanto, E., Deviny, J., & Mutahar, A.M. (2020). The mediating role of trust in the relationship between corporate image, security, word of mouth and loyalty in M-banking using among the millennial generation in Indonesia. Management & Marketing, 15(2), 255-274.
Qin, G., & Prybutok, V.R. (2008). Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions. Quality Management Journal, 15(2), 35-50.10.1080/10686967.2008.11918065
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.10.1016/j.heliyon.2019.e02690
Saleem, M.A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions–the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics.10.1108/APJML-10-2016-0192
Sciarelli, M., Gheith, M.H., & Tani, M. (2020). The relationship between quality management practices, organizational innovation, and technical innovation in higher education. Quality Assurance in Education.10.1108/QAE-10-2019-0102
Shah, F.T., Syed, Z., Imam, A., & Raza, A. (2020). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85, 101815.10.1016/j.jairtraman.2020.101815
Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Management, 5(1), 1.10.1080/23311975.2018.1423770
Song, H.J., & Lee, E.K. (2018). Evaluation of willingness to pay per quality-adjusted life year for a cure: A contingent valuation method using a scenario-based survey. Medicine, 97(38).10.1097/MD.0000000000012453
Su, D.N., Nguyen-Phuoc, D.Q., & Johnson, L.W. (2021). Effects of perceived safety, involvement and perceived service quality on loyalty intention among ride-sourcing passengers. Transportation, 48(1), 369-393.10.1007/s11116-019-10058-y
Teeroovengadum, V. (2020). Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender. European Business Review.
Tonder, E., & Petzer, D.J. (2020). Affective commitment, service quality and selected sub-dimensions of customer citizenship behaviour: a study of ride-hailing services. The TQM Journal.
Truong, L.T., Nguyen, H.T., & Tay, R. (2020). A random parameter logistic model of fatigue-related motorcycle crash involvement in Hanoi, Vietnam. Accident Analysis & Prevention, 144, 105627.10.1016/j.aap.2020.105627
Widiastuti, R., Haryono, B.S., & Said, A. (2019). Influence of system quality, information quality, service quality on user acceptance and satisfaction and Its impact on net benefits (study of information system users lecturer performance load (BKD) in Malang State University). HOLISTICA–Journal of Business and Public Administration, 10(3), 111-132.10.2478/hjbpa-2019-0032
Younus, S., Rasheed, F., & Zia, A. (2015). Identifying the factors affecting customer purchase intention. Global Journal of Management and Business Research.
Zuo, W., Zhu, W., Chen, S., & He, X. (2019). Service quality management of online car-hailing based on PCN in the sharing economy. Electronic Commerce Research and Applications, 34, 100827.10.1016/j.elerap.2019.100827