Date of Conferral

2023

Degree

Ph.D.

School

Management

Advisor

Stephanie Hoon

Abstract

A business’s long-term success is dependent on the ability to build and maintain customer trust. Failed projects within the sharing economy, which ride-sharing is part of, suggest distrust of the services and products of sharing economy companies. The purpose of this qualitative phenomenological study was to explore the lived experiences of riders using ride-sharing regarding the concept of customer trust in Dallas, Texas. The conceptual framework for this study was the theory of planned behavior. Interview data were gathered from 15 participants who met the inclusion requirements of being a rider with Uber or Lyft with ride experiences before, during, and after the COVID-19 epidemic. Data from the transcripts were inductively analyzed. Main themes were motivation to use ride-sharing, satisfaction with ride-sharing, and trust in ride-sharing. Key results included that the participants all had trust in ride-sharing and would continue to use ride-sharing. One of the main conclusions was that ride-sharing management may find reliability concerns with the service that can be addressed in a timely manner to increase revenue. Positive social change may be achieved because the participants in this study ranged from 21 to 60-plus years of age, and every age group commended the ride-share app’s user-friendliness. User-friendly technology, especially for users age 50 and above, may lead to individual, community, regional, and universal positive social change in the ride-sharing sector of the transportation industry.

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