Author(s): Mano Ashish Tripathi, Shusmita Tripathi, Uma Shakar Yadav and Ravindra Tripathi
This study investigates how the Gig economy's car-hailing business is affected by factors both online and offline. Service quality is directly linked to customer pleasure, which in turn is linked to brand loyalty according to this research. Quality internet service relies heavily on information congruity, competence, and empathy. The responsiveness of the platform and structural assurances can have an impact on the quality of offline services. Customers of mobile car-hailing services in India filled out 294 surveys to test a model for determining customer loyalty. Consumer satisfaction and brand loyalty have been demonstrated to be impacted by a focus on the Gig Economy. Using car-hailing services as an example, this study makes theoretical contributions to improving the quality of service in emerging areas that are being pushed by the Gig Economy.