The influencing factors of E-Hailing acceptance among passengers in Malaysia

E-hailing services are gaining increasing recognition among public transport users globally, including in Malaysia. In many developing countries, where conventional transportation systems often struggle to meet the demands of rapidly growing populations, e-hailing offers a viable alternative. By leveraging digital technologies and internet connectivity, these services facilitate more efficient and accessible mobility, enabling users to travel conveniently from one location to another. However, e-hailing services remain relatively new to many individuals, which affects the level of public acceptance. This study investigates the factors influencing passengers’ acceptance of e-hailing services in Malaysia. The study identifies five key determinants of acceptance: physical security, legal awareness, perceived safety, reliability, and user charges. A quantitative approach was adopted, utilizing an online survey conducted through Google Forms, with a sample size of 410 regular e-hailing passengers in Malaysia. Some limitations occurred throughout the study such as scope of the study was limited to one country, Malaysia and research relied on self-reported data, which was gathered via online survey. The findings indicate that all the identified factors, including physical security, legal awareness, perceived safety, reliability, and user charges, are significantly associated with passengers' acceptance of e-hailing services. This study contributes to theoretical discussion on safety and security in the context of shared mobility services by integrating physical security and perceived safety with Technology Acceptance Model (TAM). This research concludes with actionable steps for stakeholders in the industry, government, and technology sectors to improve the e-hailing services’ acceptance based on the key factors: regulatory clarification, safety measures, reliability, and affordability