Service Quality Scale Development in the Sharing Economy: Accessing Empirical Evidence from an Application of Turkish Car Sharing Companies

Year 2023, Volume: 4 Issue: 2, 1 - 25

Şenol Gökmen , Kenan Aydın

Abstract

This study aims to develop a service quality scale specific to the sharing economy. In order to achieve this aim, the feedbacks obtained from the customers of Türkiye's largest car sharing companies by random methods were analyzed with qualitative and quantitative analysis methods. As a result of these studies, a 6-dimensional original service quality scale has been developed for car sharing companies. It is thought that this scale will be used as an effective service quality measurement tool for car sharing companies. Empirical study results indicate that Corporate Image, as the 6th dimension in addition to Parasuruman's 5-dimensional scale, is also effective in measuring service quality in the sharing economy. This scale will contribute to increasing service quality, which is a critical factor for customer satisfaction and business success.

Keywords

Sharing Economy, Service Quality, Car Sharing, Car Sharing Service Quality Scale

Ethical Statement

Availability of data and materials: The data for this present study are sourced from structured questionnaire. The current data specific data can be made available upon request Conflict of Interest statement: No potential conflicts of interest at any level of this study Ethical Statement: Not applicable to the study (N/A) Funding: I hereby declare that there is no form of funding received for this study. Authors' contributions: All authors have read and approved the final version Ethical Approval: Authors mentioned in the manuscript have agreed for authorship read and approved the manuscript, and given consent for submission and subsequent publication of the manuscript. Code availability: All codes for the analysis are available in STATA and E-views statistical software Consent to Participate: Not Applicable Consent to Publish: Applicable

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