Focusing on the era of the electronic revolution, smartphone applications are the most discussed topic between commercial stockholders and those who are about to produce new projects to gain money. This study is designed to recommend and evaluate different strategies for dispatching in ride-hailing apps that balance the patience vs. driver responses in different conditions for different rider demographics. Furthermore, this study aims first to investigate how time is so important for both riders and drivers and how it will affect the number of requests the rider makes and the way the driver responds, and how much time they need. The population of this study consists of people who live in Jordan of all ages, genders, and different levels of education. Using quantitative data, the researcher developed a questionnaire to collect data consisting of the use of closed questions designed using a Likert scale that was distributed online and conducted on the appropriate sampling method for 303 respondents. Results are calculated using SPSS and other analysis software. The analysis showed that the strategy used for the dispatching system has a significant impact on both customers (Riders) and drivers’ behavior. Moreover, the study showed a positive relationship between rider patience and driver response. Moreover, the research also revealed that time, regardless of the price, also has a significant positive impact on the loyalty of the customer(rider). The proposed study is based on scientific and academic research as it is concerned with the effect of the way of dispatching the request on the customers' behavior, and to the knowledge of the authors, it was found that there is no other study on this research, and this includes the model with all variables.

Ride-hailing apps, Dispatch system, Rider patience, Driver response, Rider demographics.

https://doi.org/10.64192/7uwm9vb

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