Customers’ intention to use online ride-hailing services in Hanoi during the COVID-19 pandemic


Authors

  • Hoang Dam Luong Thuy VNU University of Economics and Business
  • Nguyen Minh Hao VNU University of Economics and Business
  • Tong Khanh Linh VNU University of Economics and Business
  • Le Thi Mai Huong VNU University of Economics and Business
DOI: https://doi.org/10.57110/jebvn.v3i1.162

Keywords:

Customers’ usage intention, online ride-hailing service, the COVID-19 pandemic

Abstract

During the boom of the internet and complicated developments of the COVID-19 pandemic, ride-hailing services were considered a useful solution for customers in many aspects. With the aim of understanding significant factors affecting customers’ intention to use online ride-hailing services, this study combines the theory of planned behavior (TPB), the technology acceptance model (TAM), and other factors to evaluate customers’ intention in Hanoi, Vietnam during the COVID-19 pandemic. The study utilizes quantitative data analysis with 175 usable data from target respondents in Hanoi from February 2022 to March 2022. Research results show that three factors affecting customer’s intention to use online ride-hailing services include (i) Subjective norm, (ii) Economic benefits, and (iii) Perceived risks. Of these, Subjective norm and Economic benefits have had positive impacts, while Perceived risk has had a negative impact on customer intentions during the pandemic. From the above results, several critical recommendations are suggested for managers and researchers to improve customer behaviour in online ride-hailing services in Hanoi, especially in the context of the economic recovery after the COVID-19 pandemic.

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25-02-2023

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How to Cite

Hoang Dam Luong Thuy, Nguyen Minh Hao, Tong Khanh Linh, & Le Thi Mai Huong. (2023). Customers’ intention to use online ride-hailing services in Hanoi during the COVID-19 pandemic. VNU JOURNAL OF ECONOMICS AND BUSINESS, 3(1), 49. https://doi.org/10.57110/jebvn.v3i1.162

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