This study employs DeLone and McLean’s information system success model to measure the effect of service quality, system quality, information quality on repurchase intention of the smartphone-based ride hailing service in Vietnam. Data were gathered by surveying 427 customers using Grab and Uber services. PLS was employed to analyze the measurement and structural model. The statistical results supported all five proposed hypotheses. The study confirmed that electronic service quality of information system were significant predictors of overall perceived service quality. Additionally, this study reported a significant positive effect of perceived service quality and customer satisfaction on repurchase intention. The study also confirmed the relationships of the three variables representing the electronic service quality on the overall service quality, which directly effects customer satisfaction, considering a more comprehensive model for service in m-commerce context. This paper extends the knowledge on the service factors and customer satisfaction of repurchase intention.

The aim of this paper is to specify the links between expectations of advertising and perception of advertising according to the gender differences. The fact that individuals create their subjective cognitive image of these advertisement attributes serves as a basis for the conceptualization of this paper. The data were collected from two research samples, 99 respondents (58 women and 41 men) and 206 respondents (113 women and 93 men). The analyses, conducted in two research stages, indicated significant correlations between the selected attributes of expectations of advertising and the factors of subjective perception of advertising. The results also revealed an existence of significant differences in perception of advertising and expectations of advertising between men and women. Women paid more attention to the music and visuals of the advertisement and appreciate the humorous aspects in advertising. They also had greater expectations of advertising – they expect it to be memorable, informative, intelligent, genuine and visually stunning.