Year
2025
Abstract
Ride-sourcing services (i.e., ride-hailing and ridesharing)—represent one of the fastest-growing segments of the sharing economy. Although their success fundamentally depends on customer engagement, scholarly reviews have often focused more on operational and technical developments than on customer behavior, satisfaction, and loyalty. This study examines the evolution of ride-sourcing research during the COVID and post-COVID period (2020–2025) through a bibliometric and content analysis of 297 journal articles retrieved from Scopus. While earlier reviews often emphasized operational and technological aspects, this analysis focuses on customer-centered perspectives such as adoption, satisfaction, loyalty, and attitudes.
The findings show a substantial increase in research output during this period, along with wider international participation—particularly from China, Indonesia, and Malaysia—and greater thematic cohesion. Three key research themes were identified: (1) sustainability and shared mobility amid the pandemic, (2) technological and market transformation through autonomous and electric vehicles, and (3) consumer experience and service performance.
Overall, the pandemic stimulated a shift toward more comprehensive and interdisciplinary studies that integrate consumer behavior, technology, and socio-environmental issues. The study enriches the field of services marketing by mapping the intellectual and thematic development of ride-sourcing research, offering valuable insights for building sustainable and customer-oriented mobility services.
Keywords:
ride-sourcing, ride-hailing, shared-mobility, Customer adoption and loyalty, covid-19 and mobility transformation
Recommended Citation
hananto, arga; Kasali, Rhenald Ph.D; and Hati, Sri Rahayu Hijrah Ph.D, "Unraveling the Evolution of Customer Perspectives in Ride-hailing and Ridesharing: A Bibliometric Analysis" (2026). International Conference on Business and Management Research (ICBMR). 17.
https://scholarhub.ui.ac.id/icbmr/2025/1/17
Included in
Unraveling the Evolution of Customer Perspectives in Ride-hailing and Ridesharing: A Bibliometric Analysis
Ride-sourcing services (i.e., ride-hailing and ridesharing)—represent one of the fastest-growing segments of the sharing economy. Although their success fundamentally depends on customer engagement, scholarly reviews have often focused more on operational and technical developments than on customer behavior, satisfaction, and loyalty. This study examines the evolution of ride-sourcing research during the COVID and post-COVID period (2020–2025) through a bibliometric and content analysis of 297 journal articles retrieved from Scopus. While earlier reviews often emphasized operational and technological aspects, this analysis focuses on customer-centered perspectives such as adoption, satisfaction, loyalty, and attitudes.
The findings show a substantial increase in research output during this period, along with wider international participation—particularly from China, Indonesia, and Malaysia—and greater thematic cohesion. Three key research themes were identified: (1) sustainability and shared mobility amid the pandemic, (2) technological and market transformation through autonomous and electric vehicles, and (3) consumer experience and service performance.
Overall, the pandemic stimulated a shift toward more comprehensive and interdisciplinary studies that integrate consumer behavior, technology, and socio-environmental issues. The study enriches the field of services marketing by mapping the intellectual and thematic development of ride-sourcing research, offering valuable insights for building sustainable and customer-oriented mobility services.