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Rosdiana Sijabat
Universitas Katolik Indonesia Atma Jaya
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Social Sciences Other

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Journal : JURNAL AKUNTANSI, MANAJEMEN DAN EKONOMI

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Antecedents of Passenger Loyalty in Online Taxi Services: A Case Study of GoCar Services Kamal, Kevin; Sijabat, Rosdiana
Jurnal Akuntansi, Manajemen dan Ekonomi Vol 25 No 2 (2023): April - June, 2023
Publisher : Faculty of Economics and Business, Jenderal Soedirman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32424/1.jame.2023.25.2.8434

Abstract

This research was conducted to determine the relationship between perceived value (X1), value for money (X2), corporate image (X3), and switching costs (X4) on passenger satisfaction (M) and passenger loyalty (Y) for GoCar customers in Indonesia. This research is a quantitative study using a questionnaire with statement items arranged using a Likert scale (1-5). The sampling technique was carried out using the Lemeshow formula for an unknown population. The data obtained was then processed using the PLS-SEM method with the SmartPLS 3.2.9 application. The results of the study found that perceived quality, value for money, and corporate image in the four-wheeled ride-hailing service industry affect passenger satisfaction which will then generate passenger loyalty. Switching costs were also found to positively affect passenger loyalty. This implies that four-wheeled ride-hailing customers care about quality, price and quality comparison, corporate image, and costs/barriers that arise when they decide to switch from a service.
Co-Authors Addella Addella Aditya Aditya Adrian Brodjonegoro Agnes Harnadi Agnes Harnadi AGUS PURWANTO Agus Purwanto Agus Purwanto Alrom Trisena Edriasa Amelia, Ditta Ardelany Verameta Bayu Pamungkas Brigita Krista Angelica Cornelius Gratia Chandra Dian Mardiana Dylmoon Hidayat Evo S Hariandja Ferdi Antonio Fitria, Abelina Dini Goeltom, Vasco Adato H. Ika Rahmawati Indra Cahaya Tresna Innocentius Bernarto, Innocentius Irma Listiani Juliana, Siska Kamal, Kevin Katoni, Januar Kevin Kamal Kolopaking, Stephanie Angelica Laksmi M Wijayanti Lidwina Larasati Ayuningtyas Meilani, Yohana F. C. Palupi Monica Sari Kumala Nainggolan, Gresita Stevani Orlando Sinaga Otto Berman Sihite Poltak Sinaga, Poltak Pristiana Widyastuti Pristiana Widyastuti Purba, John Tampil Putri, Tara Adhyatma Putri, Vania Mariska Sabtya Sukma Arwachyntia SB Diah Pudjiastuti Sihite, Otto Berman Sihite, Otto Berna Sinaga Poltak Sudibjo, Niko Tanggor Sihombing Tiffany Valencia Wong Timothy Tedja William Juniko Salim Yerik Afrianto Singgalen Yuliawati Kusumaningrum Yustisia Kristiana Zebua, Alexander