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All Journal Jurnal Teknik Industri J@TI (TEKNIK INDUSTRI) Journal of ICT Research and Applications
Budhi Prihartono
Industrial and Engineering Management , Faculty of Industrial Technology, Institut Teknologi Bandung, Indonesia
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

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Journal : Jurnal Teknik Industri

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The Development of Customer Loyalty Model for Mobile Travel Agent Application Budhi Prihartono; Muhammad Azhar Ashari; Aldila Rizkiana
Jurnal Teknik Industri Vol. 21 No. 1 (2020): February
Publisher : Department Industrial Engineering, University of Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (358.603 KB) | DOI: 10.22219/JTIUMM.Vol21.No1.1-11

Abstract

The growth of smartphone users in Indonesia opens up business opportunities for service providers, particularly via m-commerce. However, along with these great opportunities and rivalry, service providers are required to make consumers faithful to the products and services they deliver.  This research aims to develop a conceptual model for an application based on m-commerce, particularly mobile travel agent applications.  The research model is based on applying five dimensions of Mobile Service Quality (M-S-QUAL), customer engagement, and commitment as the predecessor factors of customer loyalty.  The study was conducted on 760 MTA application users who participated in an online survey.  The data were divided into two groups based on income level to be further analyzed using the Multigroup Structural Equation Modeling (SEM).  The Multigroup SEM analysis shows that the concept of customer loyalty was explained differently by the two groups with different income levels.
Development of Customer Loyalty Model on Online Transportation Service: A Case Study in Indonesia Budhi Prihartono; Karina Rizky Ismantia; Fidruzal Fahlevi
Jurnal Teknik Industri Vol. 24 No. 1 (2023): February
Publisher : Department Industrial Engineering, University of Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/JTIUMM.Vol24.No1.1-16

Abstract

The impact of technology on public transport has led to a new online transportation service. Its emergence makes the competition increasingly competitive. Therefore, customer loyalty becomes an important aspect of winning the competition. This research analyzed the effect of customer service, service delivery, onboard experience, public image, service value, and customer satisfaction on customer loyalty to online transportation. 517 respondents were obtained and divided into two groups: captive rider and choice rider. Data processing is carried out using a multigroup SEM technique. The results showed that there was a significant moderation effect of the different characteristics of users. In the captive rider group, onboard experience and service value did not affect customer satisfaction, and service value did not affect customer loyalty. Customer satisfaction influenced customer loyalty, and the effect was more robust than the choice rider group. In the choice rider group, the public image did not affect customer satisfaction, but service value influenced customer loyalty. Factors proven to influence customer loyalty significantly can be developed by companies to improve their competitive advantage in an increasingly competitive market of online transportation services.
Co-Authors Aldila Rizkiana Annasthacia, Gracella Audrey Phlycia Destina Ratna Asih Khodijah Kadarsah Fahlevi, Fidruzal Karina Rizky Ismantia Muhammad Azhar Ashari Rajesri Govindaraju