Factors Affecting Customer Satisfaction and Intentions to Adopt m-Service in China

摘要

The current document is focused towards the comparison of citizen's satisfaction and intentions towards UBER and DiDi which are currently considered as two major transportation network companies. Apart from the macro level controversies and complexities, this document will only highlight the perception of Chinese society towards their market offerings. Although literature regarding the political and legal aspects is rich enough on the present date. However, lesser demand perspective is discussed. To prime goal for the current study is to only understand the citizen's level of satisfaction and factors affecting the intentions to adopt these services in a comparative manner. In the current scenario, the quantitative study with the explorative manner is followed. Specifically, the questionnaire survey with the sample size of 135 cases is observed to analyse the factors affecting intentions and satisfaction. Specifically, the regression analysis applied to measure the impact of each independent variable for the current study. The document concludes that the independent factors like brand image of the firm, trust in the mobile application are more critical to identify and classify the intentions and degree of satisfaction. The study of UBER and DiDi highlighted the importance of demand side (citizen's perspective) as they are the actual and critical stakeholders for the business success.