Influence of service quality in sharing economy: Understanding customers' continuance intention of bicycle sharing

The widespread usage of smart bicycle-sharing and the dockless bicycle design creates a new development trend for the public transportation service. Drawing on service quality theory, this study proposes a theoretical model to uncover the impacts of five online to offline service qualities on user satisfaction and behavioral intention with regard to dockless bicycle-sharing. Our results suggest that location reliability, prompt response, customization, transaction assurance and vividness exhibit different extent of influences on customers' confirmation of a bicycle-sharing service. Moreover, customers' confirmation is positively related to perceived usefulness and satisfaction, which further enhances their continuance intention. A multi-group analysis suggests that males and females react differently to the five service qualities. Particularly, male users are more likely affected by location reliability and vivid appearance, whilst female users focus more on transaction assurance.