Customer’s Trust in the Sharing Economy: A Study on Gojek Car Service in Vietnam

Abstract

Trust is an essential element in any relationship, especially in the sharing economy. Using the linear structural model analysis method with a sample size of 579 regular customers using Gojek services in Vietnam, the study measured the impact of two components of trust, including trust, Trust the app and trust the driver to book your car. The research results also show the influence of familiarity on faith in the application and the tendency of customers' trust to influence confidence in drivers strongly; In contrast, the hypothesis that belief in the application will positively affect the booking is rejected. The study also proposes some governance implications for service providers and providers in sharing economy models to improve the ability to meet customer needs.