Purpose- This paper aims to investigate how customer satisfaction can be achieved in the context of digital platform services, its influence on eWOM and how such relationships can be moderated by perceived technological innovativeness (PTI)
Design/methodology/approach- The research framework was developed and empirically tested using an online survey and analysed using structural equation modelling (SEM). Data were gathered from 501 Uber customers in London, UK.
Findings- This study recognises and confirms that trust and cost saving enhanced customer satisfaction in Uber mobility services, which has a positive impact on eWOM. There are other findings regarding users who share rides versus those who do not share. Furthermore, it has been found that PTI moderates the relationship between customer satisfaction and eWOM.
Originality/value- This research draws on collaborative consumption literature and contributes to the antecedents of customer satisfaction in digital economy literature: trust, environmental impact, cost saving and utility. The study offers an empirical validation of the role of PTI in enhancing eWOM. This paper breaks new ground for a better understanding of how PTI can moderate the influence of customer satisfaction and eWOM in digital platforms.