Abstract
Transportation applications are now becoming a popular means of transportation in major cities of developing countries. This is because high levels of community mobility are faced with high levels of congestion. This study was constructed to test the effect of service quality to e-WOM through consumer satisfaction by using PLS SEM-path modeling. Empirical findings indicated that all hypotheses tested are proven. Service quality had a significant positive effect directly on satisfaction and indirectly against e-WOM. Subsequently, from the service quality indicator, the most influential indicator was the driver interaction with the consumer. These findings were different from public transportation, which did not employ online application where indicator tangibles had the highest effect that create consumer perception of service quality. Discussion and managerial implications are provided. DOI: 10.15408/ess.v8i1.6708
Highlights
Nowadays, motorbike taxi applications are becoming a popular choice of transportation services, especially in big cities
The ability of drivers in providing service quality according to company standards and according to customer expectations will provide satisfaction who will affect consumers to spread a positive impression about the experience of using the service, vice versa
In this study, we analyze which of the types of service quality that most influence consumers in spreading their impression through social media and chat groups in Indonesia and how it relates to satisfaction and e-Word of Mouth (WOM)
Summary
Motorbike taxi applications are becoming a popular choice of transportation services, especially in big cities. The ability of drivers in providing service quality according to company standards and according to customer expectations will provide satisfaction who will affect consumers to spread a positive impression about the experience of using the service, vice versa. Negative impression spreads even faster through social media and chat groups than positive impression (Reimer & Benkenstein, 2016) It is very important for the company to ensure that the service quality provided by the drivers and the company in accordance with the needs of consumers. In this study, we analyze which of the types of service quality that most influence consumers in spreading their impression through social media and chat groups in Indonesia and how it relates to satisfaction and e-WOM. The findings of this study are supposed to provide knowledge in term of the effect of service quality and its relation to satisfaction and e-WOM on online based transportation services and whether the effects are similar or not to other transportation services which are not based on online applications
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