Perceptions of In-App Communication, Trust, and Satisfaction Among Ride-Hailing Users in Mandaluyong City
Abegail Alipe, Paris Jean Amorado, Gerelyne Aquino, Hanna Reambonanza
Received: 03 September 2026; Revised: 16 October 2026; Accepted: 22 October 2026; Published: 26 October 2026
DOI: https://doi.org/10.66074/Y8M9Z4N7D
Abstract
In-app communication helps riders coordinate journeys and evaluate digital transport services. This study examined distinct acceptance beliefs, direct trust, and satisfaction among ride-hailing users in Mandaluyong City. All 151 complete, consenting responses recorded April 21–29, 2026 were analyzed using five-item domain means, internal consistency, Pearson correlations with 95% confidence intervals, sensitivity checks, and exploratory employment comparisons. Direct trust (platform and driver items) correlated with usefulness (r = .577), ease of use (r = .580), and direct satisfaction (r = .626); all p < .001. Twelve respondents (7.9%) marked the highest option on all 65 items; excluding them reduced the trust–satisfaction correlation to .556. Employment groups did not differ in direct trust, F(3, 147) = 0.183, p = .908; the source report’s student p = .026 did not replicate. Favorable beliefs, trust, and satisfaction co-occurred in this local sample. Cross-sectional self-reports cannot identify causal effects, and the distinct constructs need further validation.
Keywords: customer satisfaction, customer trust, in-app communication, ride-hailing services, technology acceptance
Author Information: Rizal Technological University, Mandaluyong City, Philippines; hdvictorio@rtu.edu.ph
Volume 2, Issue 4, December 2026