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Car-shared mobility services: development of quality measurement scales.
Rel. Fiorenzo Franceschini, Luca Mastrogiacomo. Politecnico di Torino, Corso di laurea magistrale in Ingegneria Gestionale, 2020
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Abstract
This work provides three different scales aimed to assess the perceived quality of the services included in the car-shared mobility industry called RH-scale, RS-scale and CS-scale for ride-hailing, ride-sharing and car-sharing services respectively. The services considered have grown in Collaborative Consumption trend, basing their business on online platforms allowing the sharing of vehicles among users . Even if they share common features, they are characterized by specific characteristics and different providing models, involving specific economic figures as well as peers’ interactions typologies. The scope of this study is, therefore, to provide a multiple-services' analysis aimed to highlight all these differences in order to investigate about which are the different factors affecting customers' perceived quality of each mobility service.
The result of the analysis is the development of three different measurement scales able to capture the relevant quality dimensions specific for each mobility service
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