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Unveiling the role of gamification in shared mobility services

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Abstract

The study investigates the gamification role in the sharing mobility service industry and its implications on consumers’ loyalty and service quality. An empirical study is developed in Italy by adopting the mixed-method approach. The study performed qualitative analysis through interviews to investigate the gamification role and the implications with sustainability and service quality topics. Thereafter, a quantitative analysis was conducted, and the theoretical model was analysed through structural equation modelling. The paper reveals that gamification promotes consumers loyalty and service quality in shared mobility services. Our model confirmed that the service quality is essential for influence users’ satisfaction that affects service loyalty in shared mobility services. Service quality is strongly affected by both quality of means and mobile app. The results provide insights for mobility operators suggesting to invest in improving the quality of services and for policymakers to promote sustainable behaviours and support the recovery from the Covid-19 outbreak.

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Authors and Affiliations

  1. Department of Economics, Niccolò Cusano University, Via Don Carlo Gnocchi 3, 00166, Rome, Italy

    Maria Giovina Pasca

  2. Department of Business Studies, Roma Tre University, Via Silvio D’Amico 77, 00145, Rome, Italy

    Roberta Guglielmetti Mugion, Laura Di Pietro & Maria Francesca Renzi

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  1. Maria Giovina Pasca
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  2. Roberta Guglielmetti Mugion
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Italian legislation (D.L.vo 24.6.2003, n. 211, “attuazione della Direttiva 2001/20/CE”) indicates that ethics approval is not required for anonymous interviews/questionnaires. However, this study respects ethical issue and policy specifically considering the privacy and professional secret. Values as the human respect of life, freethinking and the international patients’ rights were observed for the data collection phase. (see: https://www.garanteprivacy.it/web/guest/home/docweb/-/docwebdisplay/docweb/385378). The authors confirm that the consent obtained from study participants was written directly in the survey model were they accepted to participate in the survey, aware of the fact that their anonymity was guaranteed.

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Pasca, M.G., Guglielmetti Mugion, R., Di Pietro, L. et al. Unveiling the role of gamification in shared mobility services. Environ Dev Sustain (2024). https://doi.org/10.1007/s10668-024-04465-0

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