Customer Satisfaction and Customer Loyalty of Online Transportation Industry in Indonesia

Wilson Wijaya

《Frontiers in Economics and Management》 3卷1期 (2022/01) Pp. 300-307

https://doi.org/10.6981/FEM.202201_3(1).0035

摘要

With the development of mobile Internet technology and big data, Indonesia's online taxi service has changed the way people travel by matching the needs of customers and drivers online through the Internet and big data, which has greatly improved the efficiency of customers' travel and reduced the idle rate of drivers, and has developed rapidly. However, the rapid development of online cabs in Indonesia has posed a huge challenge to traditional cruising cabs, and the ＂crazy＂ subsidies for taxi drivers have also pushed them into the limelight of regulation. ＂Cab drivers are boycotting online taxis, and there are cases of online taxis repeatedly deducting fares from customers. In addition, there is no shortage of complaints on the Indonesian network about the low quality of net car drivers, unreasonable fees, and lax qualification of platform drivers for special cars. Therefore, given these challenges, what factors have the greatest impact on customer loyalty and customer satisfaction of online taxi in Indonesia? How can Indonesian online taxis attract more customers and maintain customer loyalty?

關鍵字

Online Transportation ； Ease of Use ； Structural Equations ； Customer Satisfaction ； Customer Loyalty

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