Service Quality Scale Development in the Sharing Economy: Accessing Empirical Evidence from an Application of Turkish Car Sharing Companies

This study aims to develop a service quality scale specific to the sharing economy. In order to achieve this aim, the feedbacks obtained from the customers of Türkiye's largest car sharing companies by random methods were analyzed with qualitative and quantitative analysis methods. As a result of these studies, a 6-dimensional original service quality scale has been developed for car sharing companies. It is thought that this scale will be used as an effective service quality measurement tool for car sharing companies. Empirical study results indicate that Corporate Image, as the 6th dimension in addition to Parasuruman's 5- dimensional scale, is also effective in measuring service quality in the sharing economy. This scale will contribute to increasing service quality, which is a critical factor for customer satisfaction and business success.