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All Journal JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS
Putri Saraswati Naufalita Ryanto
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Economics, Econometrics & Finance

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Faktor-Faktor yang Mempengaruhi Tingkat Kepuasan Pelanggan dan Loyalitas Pelanggan Terhadap Layanan Transportasi Online di Kota Batam Adhitomo Wirawan; Putri Saraswati Naufalita Ryanto; Mia Syafrina; Fuad Arif Rahman; Alrido Martha Devano; Fitriana Aidnilla Sinambela
JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS Vol 11 No 1 (2023): Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis - Juli 2023
Publisher : Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaemb.v11i1.5410

Abstract

By evaluating and identifying variables from the variables evaluated, this research investigates the complexity of factors that affect users of online transportation services' satisfaction and loyalty. A questionnaire was selected as the data gathering strategy and tool for the quantitative investigation. PLS-SEM, or partial least squares structural equation modeling, was used to analyze the given data. The findings demonstrate that two factors—perceived app benefits and perceived service quality—can be significantly used to predict consumer loyalty and happiness while utilizing online transportation services, particularly Go-ride and Grab bike services. Customer happiness is unaffected significantly by the perceived sales promotion component, but customer loyalty is significantly impacted. Meanwhile, the effect of customer satisfaction on customer loyalty has a positive but insignificant effect.
Co-Authors Adhitomo Wirawan Alrido Martha Devano Fitriana Aidnilla Sinambela Fuad Arif Rahman Mia Syafrina