Satisfaction toward Online Micro Transportation: Application, Service, or Value?
Dwi Suhartanto, Mochamad Duddy Studyana, Agustinus Februadi, Alouysius Michael, Nugroho Hardiyanto
Politeknik Negeri Bandung,
Bandung,
Indonesia
Abstract
Introduction The development of internet technology has enabled transportation firms to create online platform. This platform offers benefits for passengers and transport service providers, causing the expansion of the number of the online transport service providers resulting in fierce competition. In this competitive industry, finding what the leads to customer satisfaction is essential. Aim of the study This study proposes to gauge how the mobile application quality and service quality directly and indirectly influence passenger satisfaction toward online micro transportation. Method This study uses a survey of 331 customers of online micro transport services from Bandung region. The passenger satisfaction model, including three determinants (application, service, and value), was examined using SmartPLS modelling software. Result The results show that the coefficients (β) of application, service, and value indicate the significant of these factors in influencing passenger satisfaction. However, looking at overall impact, the application is much more important compare to service and value factors. Conclusion This study offers an empirical evidence on the prediction of passenger satisfaction in online micro transportation. This result extends the existing theoretical passenger satisfaction and managerial practices to develop a better application as a key to survive in this transportation industry.
Keywords: Online micro transportation, Passenger satisfaction, Service quality, Perceived value
Topic: Civil Engineering