Article Per Year (5 Year)
p-Index From 2021 - 2026
1.037
P-Index
This Author published in this journals
All Journal Journal of Indonesian Tourism and Development Studies Record and Library Journal Edulib JEES (Journal of English Educators Society) PRofesi Humas JIKA: Jurnal Ilmu Keuangan dan Perbankan Jurnal Ilmiah LISKI (Lingkar Studi Komunikasi) Jurnal Pengabdian Masyarakat Asia ALEXANDRIA: Journal of Economics, Business, and Entrepreneurship
Tri Mega Asri, Tri Mega
Unknown Affiliation
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Library & Information Science Social Sciences Other

Published : 11 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 11 Documents
Search

 1   2 
Communication Adaptation and Customer Loyalty in Platform-Based Ride-Hailing Services: Evidence from Greater Jakarta Sofian, Ferane Aristrivani; Rizan, Cindy Valencia; Asri, Tri Mega; Mathur, Manish; Putra, Marginata Kurnia
ALEXANDRIA (Journal of Economics, Business, & Entrepreneurship) Vol. 7 No. 1 (2026): April
Publisher : Postgraduate, University of Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29303/alexandria.v7i1.1556

Abstract

This study explores whether drivers’ communication skills are positively related to attitudinal customer loyalty, how communication is adaptively enacted within short, platform-evaluated encounters in the Greater Jakarta metropolitan region, and how these adaptive practices relate to loyalty outcomes. An explanatory sequential mixed-methods design was employed. The quantitative phase involved 385 active ride-hailing users and applied descriptive statistics and Spearman’s rank-order correlation. The qualitative stage consisted of semi-structured interviews with seven experienced drivers, which were analyzed thematically using Communication Accommodation Theory. The findings show a moderate and statistically significant positive correlation between perceived drivers’ communication skills and attitudinal customer loyalty (ρ = .412, p < .001). Interview data suggest that each ride functions as a micro-communication arena in which drivers continually recalibrate tone, conversational depth, and embodied conduct in response to passengers’ cues, algorithmic visibility, and rating asymmetry. Communicative adaptation unfolds through situational convergence (alignment), strategic divergence (privacy-sensitive silence), evaluative convergence under rating pressure, and multimodal accommodation. These patterned adjustments stabilize brief encounters and shape evaluative judgments. In algorithmically governed environments, communication emerges not merely as a soft skill but as a context-sensitive relational practice linking interactional competence to loyalty intention in low-switching-cost platform markets.
Co-Authors Amelia Ika Pratiwi Azizah, Siti Nur Fikriyyatul Debri Haryndia Putri Dian Novita Dewi, Dian Novita Irmawati, Dini Kurnia Mathur, Manish Megawati, Fitria Puspitasari, Anissa Putra, Marginata Kurnia Rachma Bhakti Utami Rashad, Alma Saquille Rizan, Cindy Valencia Septian, muhammad Daniel Sofian, Ferane Aristrivani Sylvatri, Hapsari Dian