Customer Experiences and Continuance Intention in Malaysia E-Hailing Industry

Abstract

This paper seeks to discuss the effect of product experience, outcome focus, moments of truth and peace of mind towards continuance intention among Malaysia ehailing users. Today's society has become a more dependent consumer who is more attached to e-hailing services. E-hailing service enables consumers with an alternative transportation solution that is convenient and affordable. This paper suggests that all the variables, namely product experience, outcome focus, moments of truth and peace of mind, have a significant positive effect on continuance intention, specifically among ehailing users. Data will be collected from 385 e-hailing users. The collected data will be analysed using the Statistical Packages for Social Sciences (SPSS) 26. The study will provide e-hailing companies to embrace the variables that, in turn, will enable them to develop effective and efficient plans that incorporate the criteria described to increase the level of customer continuance intention.