TY - GEN
T1 - Online Transportation using Cloud Computing during Covid-19 in Indonesia
AU - Gusti Made Karmawan, I.
AU - Oktianto, Rachmat Prayoga
AU - Luis, Elvin
AU - Gabby, Maria
AU - Ernawaty, Ernawaty
AU - Gui, Anderes
N1 - Publisher Copyright:
© 2021 IEEE.
PY - 2021
Y1 - 2021
N2 - 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.
AB - 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.
KW - customer loyalty
KW - customer satisfaction
KW - online transportation
KW - price
KW - service quality
KW - trust
UR - http://www.scopus.com/inward/record.url?scp=85124262717&partnerID=8YFLogxK
U2 - 10.1109/IC2IE53219.2021.9649322
DO - 10.1109/IC2IE53219.2021.9649322
M3 - Conference contribution
AN - SCOPUS:85124262717
T3 - Proceedings - 2021 4th International Conference on Computer and Informatics Engineering: IT-Based Digital Industrial Innovation for the Welfare of Society, IC2IE 2021
SP - 249
EP - 254
BT - Proceedings - 2021 4th International Conference on Computer and Informatics Engineering
A2 - Ismail, Iklima Ermis
A2 - Hermawan, Indra
A2 - Rasyidin, Muhammad Yusuf Bagus
A2 - Huzaifa, Malisa
A2 - Muharram, Asep Taufik
A2 - Marcheeta, Noorlela
A2 - Kurniawati, Dewi
A2 - Yuly, Ade Rahma
A2 - Agustin, Maria
A2 - Nalawati, Rizki Elisa
A2 - Nugrahadi, Dodon Turianto
A2 - Budiman, Irwan
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 4th International Conference on Computer and Informatics Engineering, IC2IE 2021
Y2 - 14 September 2021
ER -
