What makes consumers attitudinal loyalty on ride-hailing services? An investigation Indonesian consumers' perceived safety in using ride-hailing apps

Abstract

Ride-hailing services are a component of the transportation system in many developing countries due to limitations in public transportation services. However, incidents still often occur that are detrimental to passenger safety. Therefore, this research aims to analyze the impact of service quality and perceived safety on passenger satisfaction and attitudinal loyalty in ride-hailing services. This research is quantitative with a data collection method using a questionnaire distributed online to 499 service users in nine major cities in Indonesia using a purposive sampling technique. Survey data were analyzed using the partial least squares-structural equation modeling (PLS-SEM) method. This research proves that ride-hailing service quality positively affects passengers' perceived safety, satisfaction, and attitudinal loyalty. Perceived safety positively affects the satisfaction and attitudinal loyalty of passengers. Finally, satisfaction has a positive effect on passenger attitudinal loyalty. This research contributes that fostering a sense of security is crucial for the ride-hailing industry because it can determine satisfaction and loyalty in ride-hailing services.