Sharing Economy with the Use of Car-Sharing Applications: An Empirical Study in Vietnam

The study aims to test the model of Yang et al. (2017) for the overall assessment of the transportation sector in the sharing economy and add some new elements on the benefits of customer loyalty from some previous studies that were not mentioned in Yang’s model. This study will take examples from the two big brands of car-sharing apps in the sharing economy in Vietnam - Uber, and Grab. This research focuses on customer loyalty in the sharing economy with Uber and Grab as the transport sector in Ho Chi Minh City. Based on the survey data of 380 customers in Vietnam, the research results show that two independent factors positively impact commitment and satisfaction: social benefits and economic benefits. Simultaneously, economic benefit has a positive effect on satisfaction while trust benefit has a negative effect on commitment. Finally, commitment has a positive impact on customer loyalty in the sharing economy. As a result, companies in the sharing economy can identify which are the key factors that strongly influence customer satisfaction, commitment, trust, and loyalty to help managers to devise the appropriate solutions for promoting the strengths or overcoming limitations to contribute to perfecting and improving the quality of the company’s services. KCI Citation Count: 0