Connecting passenger loyalty to preferences in the urban passenger transport: Trends from an empirical study of taxi vs. VTC services in Spain

Taxi service and private-hire driver companies (VTCs) offer their services through online platforms to cater for passenger demand yet there is a lack of studies as who these passengers are, what demands are how gain loyalty over the next years. Based on survey taxi VTC in Spain, we have performed different qualitative quantitative analyses explore connections between passengers' profiles, experience values. The main result terms profile that more price-sensitive less loyal than passengers, loyal. Regarding experience, centres transparency safety (trust), while VTCs it revolves around quality comfort. Finally, values related sense support they use most, but Corporate Social Responsibility does not influence first choice. In age, observed younger loyal, concerned with sustainability. This implies factors worth other countries could drive future urban transport. results this study show trends be interest researchers, policymakers.