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p-Index From 2020 - 2025
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All Journal International Journal of Business, Law, and Education
Taufikur Rahman, Rahmat
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Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Social Sciences Other

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Analyzing the Effects of Platform Reliability, Response Time, Safety Features, and User Experiences, on Customer Loyalty in Industrial Online Transportation Service in Indonesia Prananta, Arie Wahyu; Afifudin, Moch; Taufikur Rahman, Rahmat; Bahar, Anisa
International Journal of Business, Law, and Education Vol. 5 No. 2 (2024): International Journal of Business, Law, and Education
Publisher : IJBLE Scientific Publications Community Inc.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56442/ijble.v5i2.900

Abstract

This study investigates the effects of platform reliability, response time, safety features, and user experience on customer loyalty within the industrial online transportation services in Indonesia. Utilizing a quantitative approach, data were collected from a sample of users through structured questionnaires. The results revealed significant positive relationships between all examined factors and customer loyalty, with safety features and user experience being the most influential. The findings emphasize the importance of reliable platforms, timely service, robust safety measures, and positive user experiences in enhancing customer retention. These insights provide practical implications for companies in the online transportation sector to develop strategies that foster customer loyalty and maintain a competitive advantage.
Mobile App Usability, Data Privacy, Brand Loyalty, and Customer Retention in Indonesia's Online Transportation Services Industry Bahar, Anisa; Prananta, Arie Wahyu; Afifudin, Moch; Taufikur Rahman, Rahmat
International Journal of Business, Law, and Education Vol. 5 No. 2 (2024): International Journal of Business, Law, and Education
Publisher : IJBLE Scientific Publications Community Inc.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56442/ijble.v5i2.902

Abstract

This study investigates the relationship between mobile app usability, data privacy, brand loyalty, and customer retention in Indonesia's online transportation services industry. Using partial least squares structural equation modeling (PLS-SEM) to analyze data from a sample of users, the results show that both mobile app usability and data privacy significantly affect brand loyalty, which, in turn, strongly predicts customer retention. Additionally, usability and privacy have direct effects on retention. The mediation analysis highlights the role of brand loyalty in amplifying the impact of usability and privacy on retention. These findings offer practical insights for online transportation service providers seeking to improve customer experiences, loyalty, and retention.
Driver Safety Protocols, Emergency Response Systems, Insurance Coverage, and Customer Feedback on Service Quality in Indonesia's ride-hailing industry Afifudin, Moch; Taufikur Rahman, Rahmat; Bahar, Anisa; Prananta, Arie Wahyu
International Journal of Business, Law, and Education Vol. 5 No. 2 (2024): International Journal of Business, Law, and Education
Publisher : IJBLE Scientific Publications Community Inc.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56442/ijble.v5i2.903

Abstract

This study examines the impact of driver safety protocols, emergency response systems, insurance coverage, and customer feedback on service quality in Indonesia's ride-hailing industry. Utilizing a mixed-methods approach, quantitative data were collected from 400 ride-hailing users through a structured survey, while qualitative insights were gathered from 20 semi-structured interviews with drivers, customers, and company representatives. The findings indicate that emergency response systems have the most significant positive effect on service quality, followed by customer feedback and driver safety protocols. Although insurance coverage is also important, it demonstrated a comparatively lower impact. The study highlights the need for ride-hailing companies to enhance safety measures, improve communication regarding insurance, and develop robust customer feedback mechanisms to foster trust and satisfaction. These insights provide actionable recommendations for industry stakeholders and contribute to the theoretical understanding of service quality determinants in the ride-hailing context.
Co-Authors Afifudin, Moch Arie Wahyu Prananta Bahar, Anisa