Online Transportation Services Research Articles

PENGARUH DAYA TARIK IKLAN DAN BRAND TRUST TERHADAP MINAT PENGGUNA JASA TRANSPORTASI ONLINE MAXIM

User interest is the desire of consumers to use a product or service. Several factors that influence user interest include advertising attractiveness and brand trust. This study aims to determine the effect of advertising attractiveness and brand trust on user interest in Maxim online transportation services.
 This type of research is quantitative research with a descriptive approach. The object of this study were all students of the Management Study Program class of 2019. The number of research samples was 65 people. Data collection was carried out using a questionnaire. The data analysis technique uses multiple linear regression analysis techniques.
 The results showed that partially the attractiveness of advertising has a positive and significant effect on user interest in Maxim online transportation services and brand trust has a positive and significant effect on user interest in Maxim online transportation services. Simultaneously, there is an influence of advertising attractiveness and brand trust on user interest in Maxim online transportation services.
 
 Keywords: User Interest, Advertising, Brand Trust

USER SATISFACTION ANALYSIS OF GOJEK APPLICATION USING END-USER COMPUTING SATISFACTION (EUCS)

At the first time, Gojek application is the online transportation services, but now it has various services. Online transportation services in the Gojek application are GoRide and GoCar. Analysis of application performance can be done to determine the user satisfaction. The aim of this research is to analyze the Gojek application user of satisfaction, especially GoRide and GoCar online transportation services. This research consists of 3 steps. The steps are making research model and adopting questionnaire, validity and realibility test and data analysis. Evaluation is done using 5 dimensions of End User Computing Satisfaction (EUCS). It consists of content, accuracy, format, easy of use and timeliness. In addition, the demographic factors of the respondents were also added, namely gender, age and occupation. There are 100 respondents in this research. The result of this research are the user satisfaction of Gojek application, especially GoRide and GoCar, can be categorized as very satisfied. The dimensions of EUCS and demographic factors have positive affect to user satisfaction. Gojek application can develop by increasing the accuracy of information and timeliness.

Analysis of the customer’s loyalty of the online transportation service Gojek

Gojek has become a widely-known online transportation service in Indonesia, including East Bekasi, a major city that encompasses one of the biggest population numbers, right behind Jakarta. This results in the occurrences of traffic jams and, consecutively, the public’s need for comfortable, fast, and safe transportation. The purpose of this research is to identify, prove and analyze the loyalty of East Bekasi Gojek customers. In this paper, the researched variables include a brand image, promotion, service quality, customer satisfaction and customer loyalty. This research uses a quantitative method, namely the purposive sampling method, using samples from 96 respondents. The data used are gathered from the questionnaire spread, and data analysis is done using SmartPLS 3.0. The result of this research finds that for the direct influence of brand image, promotion, and service quality on customer loyalty, all variables show positive and significant effects, with brand awareness showing an influence degree of 0,350, promotion with 0,364, and service quality with 0,289. As for the indirect influence of brand image, promotion, and service quality towards customer loyalty, brand awareness shows positive and significant effects on the degree of 0,319 while on the other hand, promotion, and service quality show positive yet insignificant effects with promotion being on the degree of 0,222 and service quality on 0,179. As for the indirect influence, the influence towards loyalty through customer satisfaction shows positive and significant effects with brand image on the degree of 0,098, promotion on 0,102, and service quality on 0,081. Meanwhile, the direct joint contribution of brand image, promotion, and service quality for customer satisfaction shows a degree of 81,70%, and indirectly it shows a degree of 82,40%, while the rest of the figure is caused by other factors not included within the model of this research.

ANALISIS PEMILIHAN MODA TRANSPORTASI UMUM MENUJU STASIUN GAMBIR MENGGUNAKAN TRANSPORTASI ONLINE DAN BUS TRANSJAKARTA

Public transportation acts as a sustainable mode of transportation to reduce the increasing level of pollution and traffic congestion. Public transportation has many types, in Jakarta, for example, online transportation and Transjakarta buses. This study aims to analyze the characteristics of online transportation travellers and Transjakarta buses, analyze the chances of choosing between the two modes of public transportation, and determine the level of service according to the community. Data collection using questionnaires distributed at Gambir station. Characteristics of travelers were analyzed using descriptive statistics. The probability of choosing a mode is analyzed using the binary logit difference model with the help of multiple linear regression equations. The level of service of the two modes of public transportation was analyzed using a Likert scale. The results showed that the characteristics of online transportation travellers are dominated by female, of productive age, highly educated, worked as an employee, earned quite a lot of money, traveled for vacation or recreational purposes, and the reason for choosing the mode was getting to the destination quickly. The characteristics of Transjakarta bus travellers are dominated by male, productive age, highly educated, work as an employee, earn quite high, travel for vacation or recreational purposes, and the reason for choosing the mode is the low price. The dominant choice of public transportation mode is online transportation. The level of online transportation services for the security and convenience aspects is in the good category, and the ease and reliability aspects are in the very good category.Keywords: characteristics of travellers, transportation mode, likert scale

The Influence Of Advertising Attraction, Price And Timeliness On Interest Users Of Online Grab Transportation Services In Bengkulu City

The title of this research is the Effect of Advertising Attractiveness, Price and Timeliness on the Interests of Grab Online Transportation Service Users in Bengkulu City. This study aims to determine the effect of advertising attractiveness, price and timeliness on the interest of users of Grab Online Transportation Services in Bengkulu City. The study was conducted from January 2023 until completion.The sample of this research is consumers of Grab Online Transportation Service Users in Bengkulu City, totaling 75 people. The sampling technique is probability sampling. The method used in this study is a quantitative method with Multiple Linear Regression analysis using SPSS 24 for windows.Based on the results of multiple linear regression, the following equation is obtained: Y = 1.310 + 0.403 (X1) + 0.458 (X2) + 0.720 (X3). The research results and hypotheses in this study indicate that advertising attractiveness (X1) price (X2) and accuracy Time (X3) has a positive and significant effect both partially and simultaneously on Service User Interest (Y) in Bengkulu City Grab Online Transportation.

Strategi PT. Bluebrid Tbk dalam Menghadapi Persaingan Taksi Online Melalui Marketing Public Relations

Online transportation has become a new alternative for people due to its efficiency and effectiveness. Some transportation services that have been around for a while have also transformed their booking systems to online platforms. One of the transportation companies that has revolutionized its booking process is PT. Blue Bird Tbk, which is still a popular choice among the public. Blue Bird is not just a company; it has become a lifestyle for many people. Although PT. Blue Bird Tbk does not offer motorbike services like PT. Go-Jek, PT. Grab, and MAXIM, its presence still poses competition for other online transportation services. In such a competitive landscape, companies need to establish a strong brand presence among the public. Marketing public relations play a crucial role in introducing the brand to the public. The focus of this research is PT. Blue Bird Tbk's strategy in dealing with the competition from online taxi services through marketing public relations. The research utilizes the theory of the PR marketing mix by Thomas L. Harris, which employs the concept of 'P.E.N.C.I.L.S.' This study adopts a qualitative research method with a descriptive case study approach, collecting data through interviews supplemented with additional data. Marketing public relations activities serve as marketing strategies through 7 PR marketing strategies, including publicity activities, creating engaging events, fostering good relationships with the community, establishing partnerships with other companies, building a positive image, and providing services with new features added to their network for the public. All of these are steps or strategies employed by PT. Blue Bird Tbk to provide the best service and strengthen brand awareness for PT. Blue Bird Tbk.

Dimensions of Interest in Using E-Wallets in Online Transportation Service

There are still many MSME actors who have not used e-wallets, especially in using online transportation. This paper examines the Utilitarianism, trust, risk perception, reputation, and costs of e-wallet users' interest in online transportation. This research uses quantitative methods. A questionnaire was used to collect data from 110 small and medium-scale entrepreneurs in Bali Province. Multiple linear regression analysis tests are used to test the interest of e-wallet users. The results show that the utilitarian variables, trust, and reputation, positively and significantly affect e-wallet user interest. At the same time, risk perceptions and cost do not affect e-wallet user interest. These costs are burdensome for consumers to purchase mobile devices to take advantage of digital payment services, so it takes time and effort to consider adopting new technology. Inclusive finance is an important entry point for inclusive growth; e-wallets also help Micro, Small, and Medium Enterprises currently being promoted by the government to support the economy. TAM is a model that theoretically helps predict and explain user acceptance of information technology. Digital payment solutions allow consumers and merchants to use social media to buy and sell goods and services to create new economic opportunities.

Sistem Pendukung Keputusan Manajemen Pemilihan Aplikasi Jasa Transportasi Online Menerapkan Metode ROC dan WASPAS

Transportation in Indonesia has various types of vehicles, ranging from two-wheeled to six-wheeled, which are adjusted according to user needs. The ease of ordering transportation services is also increasing with the application that can be downloaded on a smartphone. This application provides convenience and security, as well as setting tariff rates according to the intended destination. Even though using an online transportation service ordering application has many advantages, such as convenience and security, there are some drawbacks that users often face. One of them is the discrepancy between the travel time stated in the application and reality, which can result in delays if there is an urgent need. In addition, sometimes the application also provides a longer travel route even though there is a road that is closer to the destination, so the driver must use an alternative road outside the specified route. Therefore, evaluation of the applications used needs to be done by comparing one application with another. This study aims to use a Decision Support System (SPK) to assist online transportation users in choosing the best application, taking into account factors such as the accuracy of travel time and the efficiency of the route taken by the application. There are many DSS methods that can be applied in the process of selecting or selecting the object under study, in this study the method used is the ROC method as a weighting of the level of importance of each criterion and the WASPAS method for the ranking process for each alternative. The final result obtained is that the Grab application (A3) is declared the best application in online transportation services with an acquisition value of 0.9331Decision Support System

THE EFFECT OF CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION TO USERS OF TRANSPORTATION SERVICES ONLINE IN MEDAN CITY

This study aims to determine and analyze the effect of customer experience on customer loyalty with customer satisfaction as an intervening variable for users of online transportation services in Medan City. The population in this study is the people in Medan City, especially Medan Amplas District who have used Grab, Gojek and Maxim. The sampling technique in this study was non-probability sampling of 180 respondents. The data analysis method uses Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results showed that Customer Experience had a positive and significant effect on Customer Loyalty, Customer Experience had a positive and significant effect on Customer Satisfaction, Customer Satisfaction had a positive and significant effect on Customer Loyalty,

Mengoptimalkan Akurasi Navigasi dan Fleksibilitas Pembayaran pada Aplikasi Maxim : Tinjauan terhadap Pengalaman Pengguna

Maxim is an online transportation service that is often used by people in Indonesia by offering various services including Maxim Ride, Maxim Car, Maxim Delivery, Maxim Food, and Maxim Cargo. Maxim also offers cheap fares start three kilometers on every service used by the community so that it can attract people's interest in using it, it is also supported by Maxim who continues to exist in various regions of Indonesia to enjoy the online transportation service. However, it is possible that there are still problems when users use the service, namely the accuracy of the lacking maps and the less variable payment method. So there needs to be optimization on navigation accuracy and payment flexibility in Maxim application.Therefore, through the MSIB Batch 4 Program of Certified Independent Studies on Product Management Fundamentals for Digital Product at Apiary Academy, The researchers applied the study to Maxim's application in the form of a Final Project supported by a qualitative descriptive research method through a survey and in dep depth interview to find out more details about the user's problems for navigation accuracy planning and flexibility payments can be maximally accepted by the public especially today's users.
 Navigation Accuracy,Payment Flexibility, Maxim, User Experience

E-service Quality, Brand Attitude, Trust, and Customer Loyalty for Online Transportation in Yogyakarta, Indonesia

This study aims to investigate the relationships between e-service quality (ESQ), brand attitudes (BA), customer trust (CT), and customer loyalty (CL) in online transportation. Over the last six months, as many as 200 respondents have used online transportation services more than once. The data collection technique used is primary data, with the research instrument being a questionnaire. The results of the instrument test stated that all items in the questionnaire proved to be valid and reliable. The results of the study prove that ESQ, BA, CT, and CL have a fairly strong positive relationship. However, the results of this study found that only BA had an effect on CL; the other two variables had no effect. The results of this study strengthen the results of previous research regarding BA, which is important for increasing CL. The findings of this study have implications for online transportation companies to formulate strategies that influence CL. 

Intuitionistic Fuzzy AHP and WASPAS to Assess Service Quality in Online Transportation

Indonesia is currently entering a new normal era; this requires people to adapt to the clean-living habit in accordance with health standards in order to carry out normal activities. At the same time, online transportation services have reopened for activity. The service quality provided by online ride-hailing companies (i.e., ojek) such as Gojek, Grab, and Maxim must now consider matters relating to user safety. This study proposes Multi Criteria Decision Making (MCDM) as a method for assessing the service quality of online transportation service providers and uses the Pandemic-SERVQUAL 4.0 model. Pandemi-SERVQUAL 4.0 model adds two new criteria, namely "pandemic" and "industry 4.0". The addition of two new criteria that are more relevant to the current circumstances will increase the accuracy of the research. This study aims to propose the integration of Interval Valued Intuitionistic Fuzzy Analytical Hierarchy Process (IVIF-AHP) to determine the criteria weight and Interval Valued Intuitionistic Fuzzy Weighted Aggregated Sum-Product Assessment (IVIF-WASPAS) to assess the service quality of several online transportation service providers based on the obtained criteria weights. From the results of the service quality assessment using the integration of IVIF-AHP and IVIF-WASPAS, the ranking of online transportation service providers during the new normal era were Grab-car, Go-car, and Maxim-car.

Pengaruh Gaya Hidup, Kualitas Layanan dan Promosi Terhadap Keputusan Konsumen dalam Menggunakan GoFood Pada Masa Pandemi Covid-19 di Kota Bandar Lampung

The Covid-19 pandemic in Indonesia has affected all aspects of life, including the lifestyle of Indonesian society. Changes in lifestyle can be seen from various activities that should be done outside the home, which now have to be done at home and people only go out if it is necessary. These changes have made people rely heavily on digital technology to continue their social and economic activities during the pandemic. Gojek is one of the online transportation service companies in Indonesia that has provided convenience for consumers to fulfill their needs and carry out their activities during the Covid-19 pandemic, one of which is its food delivery service, Go-Food. The increasing number of competitors targeting the same market segment has led consumers to face several choices in using food delivery services. This study aims to determine the influence of lifestyle, service quality, and promotion on consumer decisions in using GoFood during the Covid-19 pandemic in Bandar Lampung City. The research method used in this study is quantitative method. The population in this study is all consumers who purchased and used GoFood services during the Covid-19 pandemic in Bandar Lampung City. The sample size in this study is 100 respondents using purposive sampling technique. Data were collected using a validated and reliable questionnaire. Data analysis in this study used multiple linear regression analysis. The results of this study indicate that lifestyle, service quality, and promotion variables have a positive influence on the decision to purchase GoFood during the Covid-19 pandemic in Bandar Lampung City.

Legislative Provisions Concerning Social Security for Online Ojek Drivers in Indonesia

Indonesia's dense population is one of the triggers for the development of online transportation. In addition, many of Indonesia's workforce has low competence or non-skills, so the online motorcycle taxi profession is an option to be able to make ends meet. On the other hand, the status of online ojek drivers is partners, so there is no binding legal principle to be able to fight for the driver's welfare rights. Based on this background, this study aims to describe social security for online drivers based on aspects of legislation, so that it can be used as input for online transportation service providers to be able to make appropriate social security policies. To answer this, this research uses a qualitative approach with descriptive analysis. The method used to reveal the research phenomenon is the literature review method. Meanwhile, the data source used in this study is the law on work social security. The research topic is social security for online drivers in Indonesia. The results of the study show that in general the state has regulated labor welfare, as explained in Article 34 of the 1945 Act. However, specifically, the government has not provided regulations or laws that explain employment guarantees for workers in the online transportation sector. This condition is a loophole for online transportation entrepreneurs not to provide social security for their partners (online drivers).

Analisis Kepuasan Driver Terhadap Aplikasi Maxim Menggunakan Metode End User Computing Satisfaction (EUCS)

Maxim is here as a new innovation and as a competitor in the world of online transportation. However, this application has not fully provided service satisfaction to driver partners. This study aims to analyze driver satisfaction with the Maxim application using the End User Computing Satisfaction (EUCS) method. The problem faced is the high level of driver complaints against the Maxim application which has the potential to reduce the quality of online transportation services. This indicates that there is user dissatisfaction with the features available in the Maxim application. Therefore, it is necessary to analyze driver satisfaction with the Maxim application to find out the factors that influence user satisfaction. The EUCS method is used to measure driver satisfaction with the Maxim application using 5 variables, namely content(X1), Accuracy(X2), Format(X3), Ease of use(X4) and Timelines(X5). So that the level of satisfaction (Y) from maxim application users is more measurable, so as to generate input for system developers and developers. This research was conducted by taking a sample of 100 drivers in the city of Palembang by random sampling. The results of the research conducted show that driver satisfaction with the Maxim application is at a fairly good level, with an average satisfaction score of 3.67 out of a scale of 5. With this value, the company needs to improve the development of features related to Maxim application users. The results of this study can be input for the company in improving the quality of the Maxim application service, so that it can meet the needs and satisfaction of its users. So that in the future the Maxim company itself wants to compete with fellow online transportation service entrepreneurs in serving the service users offered.

The effect of trust on loyalty with customer satisfaction as a mediation variable (Study on Gojek customers in Bandar Lampung)

Service businesses such as online transportation are businesses based on the principle of trust. Gojek is the first online transportation service provider business in Indonesia. Now it has become the largest online transportation company in Indonesia. Online transportation is growing to the point where many new online transportation service operators increase competition in the online transportation market. Throughout 2022, many problems will occur between online transportation drivers and their customers, creating new anxiety among online transportation customers. It is feared that high competition and online transportation customer anxiety will reduce Gojek's customer loyalty. Customer satisfaction is an important element that can form customer loyalty. This study aims to examine the effect of trust on satisfaction and its effect on customer loyalty. Collecting research data using a questionnaire with a total sample of 150 respondents. Analysis of research data was carried out using SmartPLS version 3 software. The results showed that trust had a positive effect on satisfaction and loyalty, satisfaction had a positive effect on loyalty, and trust had a positive effect on loyalty, with satisfaction as a mediating variable.

Determinants Analysis of Ride-Hailing Application Acceptance: SEM - Neural Network Approach


 
 
 
 Research aim : This research aimed to develop a technology acceptance model based on innovation and marketing perspective on ride-hailing services application.
 Design/Methode/Approach : This research is an explanatory quantitative research that use a primary data which collected from 303 ride-hailing services application users with questionnaire. The methods were used in this research is SEM - neural network methods. SEM is used to analysis the significant of effect of independent variable on dependent variable while neural network is used to identify the most importance independent variable on explaining dependent variable.
 Research Finding : First, the SEM analysis result shows that relative advantage, price, promotion and distribution have an impact on user satisfaction. In intention to use variable furthermore, The only influencing variables are user satisfaction and distribution. Second, the results of neural network analysis on user satisfaction model shows that promotion is the most importance variable in explaining user satisfaction with followed by relative advantage, price and distribution. In neural network model of intention to use, user satisfaction is the most importance variable with followed by distribution.
 Theoretical contribution/Originality : With the results of this study it can be said that there is an integration of aspects of innovation and marketing in explaining application user acceptance.
 Practitionel/Policy implication : This research can be one of the considerations for the management of online transportation services to make a decision related to the service quality development, especially from the aspect of customer-based innovation and marketing.
 Research limitation : The limitations in this study are limited to use of neural networks as a machine learning method and conceptual aspects of innovation and marketing in explaining application user acceptance.
 
 
 
 

Development of Customer Loyalty Model on Online Transportation Service: A Case Study in Indonesia

The impact of technology on public transport has led to a new online transportation service. Its emergence makes the competition increasingly competitive. Therefore, customer loyalty becomes an important aspect of winning the competition. This research analyzed the effect of customer service, service delivery, onboard experience, public image, service value, and customer satisfaction on customer loyalty to online transportation. 517 respondents were obtained and divided into two groups: captive rider and choice rider. Data processing is carried out using a multigroup SEM technique. The results showed that there was a significant moderation effect of the different characteristics of users. In the captive rider group, onboard experience and service value did not affect customer satisfaction, and service value did not affect customer loyalty. Customer satisfaction influenced customer loyalty, and the effect was more robust than the choice rider group. In the choice rider group, the public image did not affect customer satisfaction, but service value influenced customer loyalty. Factors proven to influence customer loyalty significantly can be developed by companies to improve their competitive advantage in an increasingly competitive market of online transportation services.

PENGARUH CORPORATE SOCIAL RESPONSIBILITY, ELECTRONIC WORD OF MOUTH DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DI SOCIAL MEDIA

The rise of online transportation services is a challenge for companies to offer the best service. This phenomenon is one of the references in the research conducted by the author. The purpose of this study was to determine the effect of corporate social responsibility (CSR), electronic word of mouth (e-wom) and service quality on customer loyalty. The population of this study is people who live in West Jakarta who use online transportation services Grab/Gojek and follow online transportation social media accounts on Facebook/Instagram. The sample in this study was 100 people. The sample selection technique uses a purposive sampling method. The data analysis method used is path analysis through the Partial Least Squares Structural Equation Model (PLS-SEM). Based on the results of testing the data in this study, it can be concluded that corporate social responsibility (CSR) has no effect on electronic word of mouth (e-wom) and customer loyalty. Furthermore, researchers managed to show that electronic word mouth (e-WOM) has an effect on customer loyalty. Then service quality has an influence on electronic word of mouth (e-wom), and service quality shows an influence on customer loyalty.

Analisis Pengaruh Iklan Boyband BTS sebagai Brand Ambassador terhadap Minat Beli pada Aplikasi GoFood

Inside the increasingly globalized world, technological advancements have the potential to impact business sustainability. Approaches for resolving them including choosing the suitable advertisements and brand ambassadors and attracting consumers' buying interest. PT Gojek Indonesia or Gojek, one of Indonesia’s first online transportation service providers, also carried out a series of promotional activities through advertising to maintain and improve competitiveness and quality among many other business competitors. In June 2022, Gojek introduced BTS as their new brand ambassador through GoFood ads. When the chosen brand ambassador succeeds in attracting consumers, consumers’ buying interest will increase. Consequently, the the researcher is keen to know boyband BTS advertisements’ significance as a brand ambassador in terms of buying interest in the GoFood application. The primary data collection method was used through questionnaires on Google Forms. The collected records were then examined using a simple linear regression, using the SPSS 25. In accordance with the findings of the data analysis, the advertisement of the boyband BTS as a brand ambassador has a notable aftermath on buying interest in the GoFood application.