Table 3. Perceptions about quality of... | Emerald Publishing

Table 3.

Perceptions about quality of the SAV service quality

Theme	Sub-themes	Description
Users’ perception	Pick-up and drop-off locations	- Riders had to walk further down the street to get to their destination because the SAVs would only stop at the pre-programmed pick-up and drop-off locations - The pick-up area differs from the one displayed on the app - Via offers no flexibility in selecting a preferred pick-up or drop-off location like Lyft and Uber
	Waiting time	- The waiting time for SAV users varies between 3 to 28 min
	Sharing ride with others	- Few riders did not have any passengers accompanying them within the vehicle typically - Some riders shared the ride a couple of times - A few riders had a shared ride every time
	SAV app	- The wait time displayed on the app was precise - The app has a high degree of user-friendliness - The app facilitates the payment processing easily and clearly displays the pick-up and drop-off spots
	Ride comfort	- The ride experience was characterized by high level of comfort, cleanliness, and spaciousness - The vehicle is sanitized before pick-up and after drop-off taking all precautions - There is not enough space for passengers to put their belongings inside the car
	Ride safety	- The car cannot take certain turns and goes straight - The ride was like via or uber, wherein a normal human operator is responsible for controlling the vehicle - Riders feel reassured and more comfortable by the presence of a human attendant operating the vehicle - The riders are worried about their safety because they are unaware of the safety systems and procedures - The car has safety issues for taking steep turns at intersections, necessitating the driver's intervention to execute such maneuvers successfully

Theme	Sub-themes	Description
Users’ perception	Pick-up and drop-off locations	- Riders had to walk further down the street to get to their destination because the SAVs would only stop at the pre-programmed pick-up and drop-off locations- The pick-up area differs from the one displayed on the app- Via offers no flexibility in selecting a preferred pick-up or drop-off location like Lyft and Uber
	Waiting time	- The waiting time for SAV users varies between 3 to 28 min
	Sharing ride with others	- Few riders did not have any passengers accompanying them within the vehicle typically- Some riders shared the ride a couple of times- A few riders had a shared ride every time
	SAV app	- The wait time displayed on the app was precise- The app has a high degree of user-friendliness- The app facilitates the payment processing easily and clearly displays the pick-up and drop-off spots
	Ride comfort	- The ride experience was characterized by high level of comfort, cleanliness, and spaciousness- The vehicle is sanitized before pick-up and after drop-off taking all precautions- There is not enough space for passengers to put their belongings inside the car
	Ride safety	- The car cannot take certain turns and goes straight- The ride was like via or uber, wherein a normal human operator is responsible for controlling the vehicle- Riders feel reassured and more comfortable by the presence of a human attendant operating the vehicle- The riders are worried about their safety because they are unaware of the safety systems and procedures- The car has safety issues for taking steep turns at intersections, necessitating the driver's intervention to execute such maneuvers successfully

Source: Table created by authors