Abstract

Purpose: This study explores the factors influencing user satisfaction and loyalty in drone rental services, focusing on service convenience, quality, and distribution logistics. It examines differences in rental service experiences between individual and commercial users. Research Design, Data, and Methodology: A service evaluation model is constructed, integrating three key variables: service convenience (SC), service quality (SQ), and distribution logistics (DL). Data were collected through 608 valid questionnaires from drone rental platforms in China, divided into individual and commercial user groups. Partial Least Squares Structural Equation Modeling (PLS-SEM) is employed to analyze relationships among the variables. Results Service convenience, quality, and effective distribution logistics all positively influence user satisfaction, which enhances customer loyalty, measured by repurchase intention (RI) and word-of-mouth (WOM). Commercial users prioritize service quality and distribution efficiency, while individual users focus on convenience. Multi-group analysis reveals significant differences in the impact of these variables between user types. Conclusion The study emphasizes the importance of tailoring drone rental services to meet the distinct needs of individual and commercial users. Optimizing service quality, convenience, and logistics can significantly boost user satisfaction and loyalty, offering valuable insights for business strategy in the drone rental industry.