Online Transportation Services Research Articles

Analyzing the Effects of Platform Reliability, Response Time, Safety Features, and User Experiences, on Customer Loyalty in Industrial Online Transportation Service in Indonesia

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

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.

Impact of Service Quality, Pricing Strategies, User Trust, and Technological Innovation in Indonesia's Online Transportation Services Industry

This study investigates the impact of service quality, pricing strategies, user trust, and technological innovation on customer satisfaction in Indonesia's online transportation services industry. Using a sample of 400 respondents, the research employs regression analysis to identify the relationships between these variables. The findings reveal that service quality is the most significant predictor of customer satisfaction, followed by user trust, pricing strategies, and technological innovation. The results highlight the interrelated nature of these factors, suggesting that improvements in one area can positively influence the others. The study underscores the importance of maintaining high service standards, establishing user trust, implementing effective pricing strategies, and leveraging technological advancements to enhance customer satisfaction. These insights provide valuable implications for practitioners aiming to optimize user experiences and foster loyalty in a competitive market.

Quality of Online Transportation Services for Women in Manado City, North Sulawesi Province

Complaints about the quality of service can be seen from the punctuality, professionalism of the driver, cleanliness of the driver and facilities to the amount of service prices, safety and comfort. To make this online transportation service remain good and become the choice of the community, it is necessary to improve the service by improving the quality of service. This study was conducted to identify and analyze the quality of online transportation services specifically for women in Manado City. By conducting this study, it is hoped that there will be a recommendation that can be put forward regarding transportation problems in Manado City in terms of service quality for women. Therefore, this study was conducted using a qualitative design through a phenomenological approach. The research informants were women (office workers, students and housewives) users of online transportation services) and online transportation drivers. Data were collected through interviews with informants, conducting observations using online transportation and conducting secondary data document searches with the help of the Google Scholar application. The analysis technique was carried out by means of data reduction, data presentation and drawing conclusions and data verification. The research findings that online transportation is very much needed by the community to support smooth activities. Friendliness, competence, security, facilities and prices are important factors in the quality of online transportation services. Security is the most important factor for women in Manado City in choosing and using online transportation.

Pengaruh Perceived Usefulness, Perceived Ease of Use dan Perceived Price terhadap Customer Loyalty melalui Customer Satisfaction pada Pengguna Aplikasi Ojek Online Grab di Kota Bandung

With the advent of online transportation services, society has embraced a more modern way of life. People can easily order rides through their smartphones, making use of user-friendly apps that are accessible for both Android and iOS users. This convenience has led to widespread adoption of online transportation services among the public, especially in cities like Bandung where residents have busy schedules that rely heavily on such services. Apps like Grab and Gojek are particularly popular in Indonesia, with Grab ranking second after Gojek in terms of user base among online transportation apps in the country. Despite its popularity, Grab has experienced a 1.4% decrease in its Top Brand index. Therefore, this research aims to evaluate how the Perceived Usefulness, Perceived Ease of Use, and Perceived Price of the Grab app in Bandung influence Customer Loyalty through Customer Satisfaction, based on a study involving 150 users of the app. The findings of this study are expected to guide future research and assist similar companies in designing better strategies to enhance service quality.

ANALISIS PERMINTAAN KONSUMEN TERHADAP LAYANAN TRANSPORTASI ONLINE DI KOTA MALANG

This research aims to measure the extent of consumer demand changes for online transportation services in Malang City following a tariff increase and to identify the factors influencing the demand for these services. This research utilized a quantitative approach and was analyzed through the wilcoxon test and multiple linear regression analysis. The findings reveal significant changes in consumer demand after the tariff hike. Specifically, the variable of online transportation service tariffs shows a positive and significant influence. Income demonstrates a positive but insignificant effect, while the variables of conventional transportation services tariffs and travel speed each indicate a negative influence that is not significant and significant, respectively, on the demand for online transportation services. Based on these findings, it is crucial for online transportation service companies to maintain comfort and security, as these factors are top priorities for consumers in choosing transportation services. Additionally, the government can contribute to maintaining operational stability for companies, ensuring safety for users, and overall stability in the transportation ecosystem.

Pengaruh Digital Marketing Dan Kualitas Pelayanan Terhadap Keputusan Penggunaan Layanan Transportasi Online Maxim Di Kota Bogor

This study aims to find out: 1) how much digital marketing influences the usage decisions for Maxim's online transportation services in Bogor, 2) how much service quality influences the usage decisions for Maxim's online transportation services in Bogor, and 3) how much digital marketing and service quality together influence the usage decisions for Maxim's online transportation services in Bogor. This research is quantitative. The research sample was 150 Maxim’s user respondents. The sampling method used is non-probability sampling with a purposive sampling technique, where every element in the population has an equal chance of being selected. Data collection was done using a questionnaire. The research instruments were tested for validity and reliability. Data analysis and testing techniques included multiple linear regression analysis, t-tests, F-tests, and the coefficient of determination. The results show that digital marketing and service quality have positive and significant influence on the usage decisions for Maxim's online transportation services in Bogor City, both individually and together. The coefficient of determination, with an R Square value of 0.392 (39.2%), indicates that digital marketing and service quality together explain 39.2% of the usage decisions, while the remaining percentage is influenced by other factors not examined in this study. Keywords : Digital Marketing, Service Quality, dan Usage Decision

Analisis Tingkat Kepuasan Pelanggan Terhadap Pengguna Jasa Layanan Grab Menggunakan Metode C4.5

Technological advances have brought significant changes in various aspects of life, including transportation. Grab as one of the pioneers of online transportation services in Indonesia is the main choice for many people. However, competition among online transportation service companies forces each service provider to compete in improving the quality of their services. This study aims to analyze the level of customer satisfaction with the use of Grab services using the C4.5 method. This method was chosen because of its ability to form a decision tree model that helps identify the main factors that influence customer satisfaction. The data for this study were obtained from a survey of Grab customers who used Grab driver services within a certain period of time. The survey covered various aspects of user experience, such as Ease of Use of the Application, Service Availability, Waiting Time, Price, Security. The data was analyzed using the C4.5 algorithm to gain an in-depth understanding of the factors that influence the level of customer satisfaction. The analysis shows that the C4.5 method is effective in identifying factors that influence customer satisfaction. The results of the rapidminer test show the accuracy of the C4.5 algorithm from 100 respondent data obtained, which is 94.00%. These results are expected to provide valuable input for the Grab company and drivers in an effort to improve the quality of their services.

Online Base Transportation Service Quality and Customers Satisfaction Analysis

This study investigates how customer satisfaction is influenced by various service quality factors, including price, convenience, safety, and information and communication technologies (ICT). The study focused on Go-Jek users in Airmadidi and its surrounding areas, encompassing both frequent and first-time users. Data were collected using a Google Forms questionnaire from a sample of 315 respondents selected through convenience sampling. Prior to distribution, the validity and reliability of the questionnaire were tested with 37 respondents in a pilot study. Pearson correlation coefficients were calculated to assess the relationships between the different service quality attributes (safety, price, convenience, ICT) and customer satisfaction. The results revealed a strong relationship between customer satisfaction and the service quality factors of safety, price, convenience, and ICT. Among these factors, ICT showed the strongest association with customer satisfaction.

Pengaruh Kualitas Aplikasi Terhadap Keputusan Menggunakan Jasa Transportasi Online Maxim: Survei pada Mahasiswa UNSIKA

This research aims to find out how much influence application quality has on the decision to use Maxim's online transportation services with the application quality variable as the independent variable and the decision to use as the dependent variable. This study uses a quantitative approach. This research was conducted on Unsika students and the number of respondents to this research was 100 customers who had ordered Maxim online transportation services. The data collection tool uses a questionnaire and the data processing analysis tool uses SmartPLS 3.0. The results of the research state that the quality of the application has a significant influence on the decision to use Maxim's online transportation services.

THE EFFECT OF PRICE AND ADVERTISING PROMOTION ON THE INTEREST OF ONLINE TRANSPORTATION SERVICE USERS

This research aims to analyze the influence of price and advertising promotion on people's interest in using Grab online transportation services. The approach used is a nonprobability sampling technique, namely purposive sampling. The data were statistically analyzed using validity test, reliability test, classical assumption test, multiple linear regression, and determination test (R2). The data source used in this study is primary data using the help of SPSS 25.0 software data analysis tools. The subjects of this study are 78 respondents who use Grab online transportation services with a data collection method using questionnaire distribution. In addition, secondary data is obtained from indirect data sources such as articles and journals. The results of the analysis show that price variables have a positive and significant effect on people's interest in using Grab online transportation services. Meanwhile, the variable of advertising promotion has no effect on people's interest in using Grab online transportation services. The test simultaneously produced prices and advertising promotions that had a positive and significant effect on people's interest in using Grab online transportation services.

Pola Penggunaan Aplikasi Transportasi Online di Kalangan Asisten Rumah Tangga

This study aims to reveal and map patterns or models of information search for household assistants as consumers of users of online transportation services. Using a case study approach is expected to reveal consumer behavior patterns and information search models relating to new economic products that can be developed for new professions in Indonesia.The results showed there were differences in ART in the search for information, for personal interests such as work leave, going with friends to the Mall, delivering to the station, ordering food and there were some who used it to support their work. Usually they prefer cash payments, and take advantage of discount promos.In the study also found three behavioral patterns in ART, namely (1) the usual personal pattern of informants using applications for personal needs. (2) Work Support Patterns on ART that they usually use online transportation applications to support their work, and (3) Social Patterns, where use is intended to help other ART members who cannot use the application.

DOES PERCEIVED VALUE ACCOMPANIED BY SATISFACTION INFLUENCE GOJEK'S CUSTOMER LOYALTY?

Technological advancements in business have significantly transformed the domains of business operations and finance, particularly in the context of customer loyalty towards online transportation services such as Gojek. This study addresses the challenges faced by customer loyalty amidst intense business competition and underscores the necessity for business processes to remain uninterrupted regardless of external conditions. The primary objective of this research is to investigate the determinants of customer loyalty, focusing specifically on value perception and customer satisfaction. Building upon the research conducted by Diallo, Diop-Sall, Djelassi, and Godefroit-Winkel (2018), which highlighted the influence of perceived benefits and positive experiences on customer loyalty, this study extends the theoretical framework to examine the interplay between value perception and customer satisfaction in the context of Gojek. Methodologically, the study employed a sample of 100 respondents and utilized Partial Least Squares (PLS) for hypothesis testing. The findings reveal that both value perception and satisfaction have a significant impact on customer loyalty towards Gojek in Yogyakarta. This study illustrates that Gojek's customer loyalty in Yogyakarta remains robust despite the prevailing competitive pressures. Consequently, it is imperative for Gojek’s management to continuously nurture and enhance customer loyalty irrespective of competitive challenges. Furthermore, the research contributes valuable insights for scholars in the fields of business and finance, particularly in the realm of customer loyalty research

Pengaruh Kualitas Pelayanan, Harga, dan Citra Merek terhadap Keputusan Pembelian Jasa Transportasi Online Maxim di Yogyakarta

Maxim is a Russian online transportation that has developed in Indonesia. The large number of online transportation in Indonesia makes Maxim offer affordable prices with many choices of services with good quality to attract customer. The study aims to determine the influence of service quality, price, and brand image on purchasing decisions for Maxim online transportation services. Using a quantitative approach, with data sources derived from primary and secondary data. Primary data was obtained by distributting questionnares to respondents. Secondary data sources were obtained from journals and books. The sample collection technique uses non-probability sampling (purposive sampling). The research sample was 168 respondents with the criteria of being students, residing in Yogyakarta, and had used Maxim,s online transportation services at least once. The data was processed using descriptive analysis test methods, instrument tests, classical assumption tests, multiple linear regression analysis, and hyphotesis testing with the help of SPSS 27 software. The result showed that serivec quality, price, and brand image influence purchasing decisions for Maxim online transportation services.

The Influence of Social Media Marketing on the Decision to Use Grab Online Transportation Services among Students

This study aims to determine the effect of social media marketing on decisions to use Grab online transportation services for students of Universitas HKBP Nommensen Medan. The type of research used in this research is a quantitative approach. The population in this study were all students of Universitas HKBP Nommensen Medan who had used grab online transportation services whose population size was unknown. Based on the Lemeshow formula, the sample used in this study was 96 respondents who were taken randomly to represent each faculty. The results showed that Social Media Marketing significantly influences service usage decisions, this is shown in the partial test results (t test) t-value 8.632> t-table 0.2006 and a significance value of 0.000 <0.05. The Coefficient of Determination (R2) is obtained at 0.442, meaning that the Service Usage Decision variable can be explained by the Social Media Marketing variable by 44.2% and the remaining 55.8% is influenced by other variables outside of this research variable, such as Service Quality, Price, and so on. The conclusion in this study is that Social Media Marketing has a positive and significant effect on the Decision to Use Grab Online Transportation Services for Students of Universitas HKBP Nommensen Medan.

ANALISIS SENTIMEN KEPUASAN PELAYANAN TRANSPORTASI ONLINE GOJEK MENGGUNAKAN ALGORITMA EXTREME LEARNING MACHINE

With the rapid advancement of technology, online transportation has become the main solution for many people in Indonesia to travel easily and efficiently. Companies such as GOJEK are constantly innovating to improve their services, resulting in many responses and reviews from users. This research aims to analyze customer satisfaction with these online transportation services by analyzing the sentiment of user opinions on the Twitter platform. Sentiment analysis plays a very important role in decision making by classifying user reviews. Data was retrieved through a crawling process using specific keywords related to each service. The data preprocessing process includes case folding, tokenizing, normalization, stemming, filtering, and convert negation. This aims to clean and prepare the data so that it can be processed using the algorithm better. This process includes removing irrelevant elements from the text data, converting the text into a consistent or more standardized form, reducing the number of features in the data by stemming, and converting the text into numbers or vectors so that it can be processed by the algorithm. Feature extraction is performed using the Word2Vec model to convert text into a numerical vector representation that can later be processed by ELM. Converts words into numeric vectors in a high-dimensional space, where words that have the same context in the text are close to each other in that space. The ELM (Extreme Learning Machine) algorithm is used as a classification model due to its high training speed and good generalization ability. Model evaluation is done using confusion matrix which measures classification performance through accuracy, precision, recall matrix. The results of this study show that the ELM algorithm with Word2Vec feature extraction is able to classify user sentiment with a high level of accuracy. This research provides insight into user satisfaction with online transportation services and can be a reference for companies to improve their service quality

Perbandingan Metode Machine Learning dalam Analisis Sentimen Komentar Pengguna Aplikasi InDriver pada Dataset Tidak Seimbang

The InDriver service is an online transportation service that has more flexibility in price and driver choice by consumers. Various comments from InDriver service users can affect people's views, so it is necessary to carry out a sentiment analysis of these comments. The purpose of this study was to identify positive, negative and neutral sentiments in user comments and to compare the performance of classification methods. The results of analysis with unbalanced datasets show that the Support Vector Machine (SVM) and Logistic Regression methods have the highest accuracy, reaching 89%. However, quality assessment is not only based on accuracy alone. In terms of the balance between precision and recall in the minority (neutral) class, the Random Forest method shows a more balanced performance with an F1-score of 55%. After balancing the dataset with the SMOTE method, performance increases significantly for the Naïve Bayes Classifier method, especially in the neutral class for recall and F1-score metrics of 57% and 52%. In conclusion, SVM and Logistic Regression have high accuracy, but to consider the balance of precision and recall in the minority class, the Random Forest method is recommended.

Sentiment Analysis of the Indriver Online Ojek Application using the Naïve Bayes Classifier Method

According to statista.com, there are 73.1 million online motorcycle taxi users in Indonesia and there are 68.1 million active online motorcycle taxi users in Indonesia especially in the province of North Sumatra, there are 43,811 online motorcycle taxi drivers. The Indriver online motorcycle taxi application is an international online transportation service that gives passengers and drivers the freedom to negotiate prices. Sentiment analysis analizes text to determine positive, negative, or neutral sentiments. The method commonly used in sentiment analysis is the Naive Bayes Classifier method. This research uses quantitative methods to analyze sentiment toward the InDriver online motorcycle taxi application by utilizing the Naïve Bayes Classifier algorithm. User review data is collected from reviews on the Google Play Store, then cleaned and converted into a format suitable for statistical analysis. To analyze sentiment towards the InDriver online motorcycle taxi application using the Naïve Bayes Classifier method, collecting review data and user comments using the Python library and the Visual Studio code application, carrying out preprocessing, TF-IDF weighting, dividing the data into 70% and 30%, after that conducting testing using naïve Bayes classifier algorithm, as well as carrying out evaluation using a confusion matrix. The results of calculating the level of accuracy using the Naïve Bayes method for sentiment classification can be said to be good, this can be seen from the accuracy results on a dataset of 1393 with a comparison of training data and test data of 7:3, obtaining an accuracy value of 76%, precision of 71% , recall of 81% and f1-score of 76%. The results of this research analysis produced superior positive sentiment totaling 677 and negative sentiment totaling 608 while neutral was 90

Influence of Convenience, Usability, Price, and Promotion on Reuse Intentions: Muslim Awareness Moderation

Online transportation has transformed the transport industry by offering practical and innovative solutions embraced by the public. This study evaluates the impact of ease of use, usefulness, price, and online promotion on the intention to reuse online transportation services, with Muslim consumer awareness as a moderating variable. Focusing on Grab users in Jakarta, the research uses a quantitative approach with 110 respondents from South and Central Jakarta, analyzed using Warp PLS. The results show that ease of use, usefulness, and online promotion positively and significantly affect reuse intention, while price has a negative and significant impact. Muslim consumer awareness moderates the effects of ease of use, usefulness, and online promotion on reuse intention but does not moderate the effect of price. These insights aid online transportation service providers in crafting effective marketing strategies for Muslim consumers in Jakarta.

Kepuasan dan Kepercayaan Pelanggan sebagai Faktor Penentu Loyalitas pada Layanan Transportasi Online Grab di Kota Medan

This study aims to examine the role of customer satisfaction and trust as determinants of loyalty in Grab online transportation services in Medan City. The research method used is a qualitative approach with a survey method. Data collection was carried out through the distribution of online questionnaires to 60 respondents selected using purposive sampling technique. The data were analyzed descriptively using a Likert scale. The results showed that customer satisfaction, which includes service quality, driving experience, driver professionalism, vehicle cleanliness, and complaint handling, was rated quite well by the respondents. Customer trust in Grab as a safe, transparent, and reliable transportation choice has also proven to be an important factor in building loyalty. However, customer loyalty to Grab is not very strong, given the intense competition in the online transportation industry. The implication is that Grab and similar companies need to continue improving service quality, ensuring customer safety and comfort, responding to complaints effectively, and implementing effective marketing strategies to retain customers. This research provides valuable insights for online transportation service providers in their efforts to enhance customer satisfaction, trust, and loyalty amidst dynamic market competition.