Abstract
A growing number of online motorcycle taxi is impacting a greater competition in its business to the extent that a business partner of the motorcycle taxi contributes a significant portion in the business. The purpose of this journal was to observe the influence of satisfaction level on partner loyalty in online taxi-motor application company in Bekasi city. The levels of satisfaction and loyalty of the business partner were measured by using CSI and CLI methods. 125 business partners, operating in Bekasi, became the respondents in this analysis based on Slovin method with 10% error margin. SEM methods were utilized to analyze the influence of the business partner characteristics on the level of satisfaction and the impact of level of satisfaction on business partner loyalty. In addition, IPA was used to analyze the significant attributes of business partner's level of satisfaction. CSI and CLI findings show that the business partners are within the satisfactory level and high loyalty towards its current partnership. SEM analysis reveals that there is a strong influence between the level of partner's satisfaction and loyalty. Better provision of trip rates has become a significant indicator for business partner during the partnership process which was examined by IPA method. Keywords: online transportation, satisfaction index, loyalty index, IPA, CSI
Highlights
Based on the high rate of technological growth in the world as reflected in the World Economic Forum report dated to August 1, 2016, the most valuable public companies today are technology-based companies
A growing number of online motorcycle taxi is impacting a greater competition in its business to the extent that a business partner of the motorcycle taxi contributes a significant portion in the business
The levels of satisfaction and loyalty of the business partner were measured by using Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI) methods. 125 business partners, operating in Bekasi, became the respondents in this analysis based on Slovin method with 10% error margin
Summary
Based on the high rate of technological growth in the world as reflected in the World Economic Forum report dated to August 1, 2016, the most valuable public companies today are technology-based companies. In contrast to public transportation modes in other countries, Indonesia has a uniqueness with a widely available transportation mode of motorcycle called the motorcycle taxi. This uniqueness is able to be utilized by Go-Jek company as the initiator of the first onlinebased service provider of motorcycle taxi transportation in Indonesia. The online motorcycle taxi company is targeting the market of application service users inhabiting Jabodetabek as 60% of the largest internet users in Indonesia is located in Java with the largest coverage in Jabodetabek. The researchers are interested in conducting this research in Bekasi due to its highest predicate of Consumer Price Index (CPI) for transportation, communications and services sectors and of City’s Minimum Wage (UMK) in 2016 and 2017 compared to other areas in Jabodetabek
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