Online Transportation using Cloud Computing during Covid-19 in Indonesia

Abstract

Indonesia is experiencing tremendous growth in the area of online transportation. The community desperately needs online transportation services since they are convenient, inexpensive, safe, and quick to use. Price, service quality, trust, and customer satisfaction will influence customer loyalty in the online transportation industry in Indonesia, and this study investigates how the COVID-19 epidemic has impacted online transportation in the country. We must maintain customer loyalty for customers to continue to use their online transportation services. Customer loyalty is believed to be a critical factor in the performance and profitability of online transportation businesses. This study aims to investigate customer loyalty in the online transportation industry based on customer satisfaction. This study gathered and evaluated 574 responses from all around Indonesia using the SMART PLS 3 software application. The study's findings demonstrate that variable price and service quality positively and statistically significantly impact customer satisfaction. Furthermore, variable trust does not affect and is not statistically significant in customer satisfaction. Finally, the variable of customer satisfaction has a positive and statistically significant impact on customer loyalty.