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All Journal Jurnal Penyuluhan Jurnal Ilmu Sosial dan Humaniora JDM (Jurnal Dinamika Manajemen) Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora Trikonomika: Jurnal Ekonomi Jurnal Pekommas JAM : Jurnal Aplikasi Manajemen Menara Riau: Jurnal Ilmu Pengetahuan dan Pengembangan Masyarakat Islam JPBM (Jurnal Pendidikan Bisnis dan Manajemen) JOIV : International Journal on Informatics Visualization Jurnal Ilmiah Peuradeun Asia-Pacific Management and Business Application Analitika : Jurnal Magister Psikologi UMA AKSIOLOGIYA : Jurnal Pengabdian Kepada Masyarakat LLT Journal: A Journal on Language and Language Teaching JWP (Jurnal Wacana Politik) Journal of Economic, Bussines and Accounting (COSTING) Jurnal Biologi Tropis IKRA-ITH Humaniora : Jurnal Sosial dan Humaniora Sebatik SEIKO : Journal of Management & Business CARADDE: Jurnal Pengabdian Kepada Masyarakat JURNAL PENDIDIKAN TAMBUSAI Sang Pencerah: Jurnal Ilmiah Universitas Muhammadiyah Buton Imajiner: Jurnal Matematika dan Pendidikan Matematika Jurnal Wacana Ekonomi JMECS (Journal of Measurements, Electronics, Communications, and Systems) International Journal of Communication and Society Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Kependidikan: Jurnal Hasil Penelitian dan Kajian Kepustakaan di Bidang Pendidikan, Pengajaran dan Pembelajaran SABBHATA YATRA : Jurnal Pariwisata dan Budaya Golden Ratio of Marketing and Applied Psychology of Business Prosiding Konferensi Nasional PKM-CSR Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Mauriduna : Journal of Islamic studies BISMA (Bisnis dan Manajemen) Journal of Agri-Food Science and Technology (JAFoST) Padma: Jurnal Pengabdian Kepada Masyarakat eProceedings of Applied Science Administratio Jurnal Ilmiah Ilmu Administrasi Negara eProceedings of Management Madani: Multidisciplinary Scientific Journal JAKBS Engagement: Jurnal Pengabdian Kepada Masyarakat JGEN : Jurnal Pengabdian Kepada Masyarakat JER Jurnal Kawistara Prosiding Dedikasi: Pengabdian Mahasiswa Kepada Masyarakat JSES Jurnal Pendidikan Progresif
Astri Wulandari
Telkom University
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Journal : JDM (Jurnal Dinamika Manajemen)

 1 
Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung Suryawardani, Bethani; Wulandari, Astri
JDM (Jurnal Dinamika Manajemen) Vol 11, No 1 (2020): March 2020 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v11i1.21432

Abstract

This study was aimed to find out which factors that become the most influence on customers switching behavior for online transportation and how the impact on their satisfaction and loyalty for future consumption. Transportation service is one of the service industry sectors that play a strategic role in human life. The intense competition in the online transportation industry and the various choice of brands in the market make the consumers easy to switch from their current product to other brand products. The research method used in this study was a quantitative method, with Structural Equation Modeling (SEM) analysis technique using SMART PLS 2.0 software. The sampling method used was accidental sampling with 400 respondents. The results of the study showed that the contribution of price, promotion and e-service quality simultaneously influenced on which directly affected customer satisfaction was 64.9%. Whereas, the results of the study also showed the contribution of price, promotion, e-service quality and customer satisfaction simultaneously influenced on which directly affected customer loyalty was 48.3%. E-service quality has the biggest impact on customer satisfaction by 30.69%; meanwhile,  promotion has the biggest impact on loyalty by 3.17%.
Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung Suryawardani, Bethani; Wulandari, Astri
JDM (Jurnal Dinamika Manajemen) Vol 11, No 1 (2020): March 2020
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v11i1.21432

Abstract

This study was aimed to find out which factors that become the most influence on customers switching behavior for online transportation and how the impact on their satisfaction and loyalty for future consumption. Transportation service is one of the service industry sectors that play a strategic role in human life. The intense competition in the online transportation industry and the various choice of brands in the market make the consumers easy to switch from their current product to other brand products. The research method used in this study was a quantitative method, with Structural Equation Modeling (SEM) analysis technique using SMART PLS 2.0 software. The sampling method used was accidental sampling with 400 respondents. The results of the study showed that the contribution of price, promotion and e-service quality simultaneously influenced on which directly affected customer satisfaction was 64.9%. Whereas, the results of the study also showed the contribution of price, promotion, e-service quality and customer satisfaction simultaneously influenced on which directly affected customer loyalty was 48.3%. E-service quality has the biggest impact on customer satisfaction by 30.69%; meanwhile,  promotion has the biggest impact on loyalty by 3.17%.
Co-Authors Abdul Majid Abdurrahman Rahim Thaha Adithya, Donny Agus Rahayu Ahmad Jupri Ali Nina Liche Seniati Aliansyah, Riko Alifia Salsabila Alila Pramiyanti Alpito, Muhammad Andrieta Shintia Dewi Apriadi, Rhandy Asmi Arfah , Azka Awliya Ariani, Nurul Elda Ati Mustikasari Aulia, Nurul Azhari, Dinda Aulya Baharta, Edwin Baiq Armellya Maharani Yuriawan Barus, Nabila Qhassy Br Bethani Suryawardani Bijaksana Prabawa Bimantio, Mohammad Prasanto Catur Nugroho Chairunnisa Widya Priastuty Dandy Marcelino Dandy Marcelino Dandy Marcelino Dandy Marcelino Dandy Marcelino Dandy Marcelino Dandy Marcelino Deddy Mulyana Dedy Rahman Wijaya Dendi Gusnadi Diko, M. Attila Ibest Moeslim J. Donni Junipriansa Edwin Rizal Efriani Efriani Fairuzanardi SA, Fidela Faisa Fanni Husnul Hanifa Faras , Abu Fat’hah Noor Prawita Fat’hah Noor Prawita Faudziah, Totum Aurora Fazri, Irfan Moch Febrianti, Rianda Fitrianti, Dini Gandeva Bayu Satrya Hasanah Putri Hendrawan, I Gede Donny Heny Hendrayati Hilman Ahyadi Husnida, Windy Annisa Husnul Hanifa, Fanni Ida Bagus Banyuro Partha Irfan Moch Fazri Isrowati, Isrowati Jasmine Alya Pramesthi Khairul Amri Khairunnisa, Dinda Puspita Leni Cahyani Lestari, Bening Sagita Lilik Ariyanto Lubis, Ocha Shafiqah Putri Lukito, Wahyu Madany, Lalu Riffadh Makarim, M. Dhafin Marcelino, Dandy Mochamad Yudha Febrianta Muna, Fatimath Nabil, Aisya Sucy Nachwan Mufti Adriansyah Nastain, M. Novita Sari Nursyirwan, Vivi Iswanti Ouda Teda Ena Panjaitan, Maria Yunita Tianar Br Permana, Axel Adam Pratama, Raihan Devi Prawita, Fat’hah Noor Purwanti Hadisiwi Puspitaloka, Damar Wulan Puspitasari, Danya Putri Putri Fatoni, Salwa Berliana Putri, Baiq Ega Zulqaidah R, Ariyanto Rabani, M. Restu Rahmadi Wijaya Rahmatullah, Dimas Rizky Raihana, Raihana Randi, Muhammad Sinar Regina Dwi Putri Lestari, Elsy Riska Aprilina Riza Taufiq Rizki Yantami Arumsari Rosmiati, Mia Ruth Mei Ulina Malau Sagita, Baiq Vira Emaliyana Salsabiila, S. Sari, Lusi Nurlaila Sastika , Widya Simamora, Lira Zufika Siska Komala Sari Sri Widaningsih, Sri Sugondo Hadiyoso Sunanta, Uswatun Khasanah Suryana Heryawan Achmad Suryana Suryana Suryatiningsih Susanto, Ragil Prasetyo Sutrisno, Sutrisno Syahduhan, Aan SYAHPUTRA, HERU Tarandhika Tantra Telaumbanua, Ordinet Thaher, Abi Rizky Uzma, Saadatul Vany Octaviany Vinsensius Sigit Widhi Prabowo Wa Ode Arsyiah Widhyasetyanti, Ghaisani Widya Sastika Wijdan, Ifad Yuniar Yuniar Zahid Ilyas, Muhammad Daffa Zoehirfan, Muhammad Farel