Car-hailing service quality in the sharing economy: a managerial perspective

Purpose Car-hailing services have reshaped urban mobility within the sharing economy, yet service reliability and safety concerns deter approximately 40% of consumers from engaging with these platforms. Despite the growing significance of digital platforms in mobility services, existing research lacks a robust framework for assessing service quality. This study develops and validates a comprehensive measurement instrument that captures three critical dimensions of car-hailing service quality: service delivery quality, service provider quality and service platform quality. By establishing a structured evaluation framework, this research enhances strategic decision-making for platform managers, strengthens consumer trust and supports data-driven improvements in service operations. Design/methodology/approach A multi-stage research design was adopted to develop and validate the measurement instrument. The study first conducted exploratory factor analysis through pilot testing to refine scale structure, followed by confirmatory factor analysis in a field study to assess reliability and validity. Additionally, six competing models were tested to determine the most appropriate structure. The final instrument comprises three second-order dimensions, 11 first-order dimensions and 41 measurement items, offering a robust framework for evaluating service quality in the car-hailing sector. Findings The study identifies three core dimensions crucial to car-hailing service quality: service delivery quality, service provider quality and service platform quality. Among the six competing models, Competing Models 4 and 6 demonstrated superior model fit, confirming their applicability in different operational contexts. The validated instrument offers strategic insights for platform managers, enabling them to enhance customer satisfaction, optimize service offerings and strengthen competitive positioning. The findings highlight the importance of service quality measurement in digital platform governance, reinforcing its role in consumer engagement and operational decision-making within SE-based transportation services. Research limitations/implications While the instrument is rigorously validated, this study focuses primarily on data from selected car-hailing platforms, which may limit generalizability across different SE-driven mobility services. Future research can extend the model to other on-demand service sectors and explore how platform-specific governance factors influence service quality. Practical implications The validated instrument serves as a decision-support tool for platform managers, allowing them to systematically assess and improve service quality. Insights from the study can help managers refine pricing models, driver allocation strategies and platform policies, ultimately enhancing service efficiency and customer loyalty. Originality/value This study is among the first to develop a validated service quality measurement instrument specifically tailored to SE-driven car-hailing services. It advances service quality management theory by integrating digital platform characteristics, algorithm-driven service allocation and human service interactions. The instrument provides practical applications for industry practitioners, offering a structured framework for optimizing service excellence, strengthening consumer trust and improving strategic decision-making in digital mobility platforms.