Service recovery and loyalty of Uber sharing economy: The mediating effect of trust

Service recovery and loyalty of Uber sharing economy: The mediating effect of trust

George Kofi Amoako, Robert Kwame Dzogbenuku, Desmond Kwadjo Kumi

This study investigate how service recovery affect customer loyalty of Uber customers in Ghana and how trust mediate the relationship between recovery and customer loyalty. With the aid of quantitative research design, data was collected from 601 clients of Uber in Accra the capital City of Ghana, situated in the western region of Africa. Structural equation modelling was used to analyze the relationship among the variables. This study reveals a positive and significant relationship exists between procedural justice and trust; distributive justice and trust; interactional justice and trust; and interactional justice and customer loyalty. Trust mediates the relationship between service recovery performance and customer loyalty in the Uber sharing economy in Ghana.

Elsevier

2021

https://scholar.google.com/citations?view_op=view_citation&hl=en&user=hXmr_bYAAAAJ&cstart=20&pagesize=80&citation_for_view=hXmr_bYAAAAJ:5VjbC5aozO0C

English