Research Article
Influencing Factors on Customer Satisfaction and Retention in Online Transportation in Indonesia
@INPROCEEDINGS{10.4108/eai.23-11-2019.2301624, author={Margaretha Pink Berlianto and Rudy Pramono and Yohana F. Cahya Palupi Meilani}, title={Influencing Factors on Customer Satisfaction and Retention in Online Transportation in Indonesia}, proceedings={Proceedings of the First International Conference of Science, Engineering and Technology, ICSET 2019, November 23 2019, Jakarta, Indonesia}, publisher={EAI}, proceedings_a={ICSET}, year={2020}, month={11}, keywords={sales promotion online dependency reputation satisfaction retention}, doi={10.4108/eai.23-11-2019.2301624} }- Margaretha Pink Berlianto
Rudy Pramono
Yohana F. Cahya Palupi Meilani
Year: 2020
Influencing Factors on Customer Satisfaction and Retention in Online Transportation in Indonesia
ICSET
EAI
DOI: 10.4108/eai.23-11-2019.2301624
Abstract
This study aims to investigate the effects of sales promotion, online customer service, offline customer service, online dependencies, and corporate reputation on satisfaction and the effect of satisfaction on customer retention on online transportation in Indonesia. The population of this study was individuals who had used online transportation. The sampling technique used was purposive sampling. The data analysis method in this study is using PLS-SEM. The results of this study show that sales promotion, online customer service, offline customer service, and online dependencies have a positive effect on satisfaction and satisfaction have a positive effect on customer retention. This research has succeeded in contributing to the online transportation industry regarding the importance of sales promotion in creating customer satisfaction, the importance for the manager to manage their online and offline customer service in order to satisfy their customers, how online dependencies can effect customer satisfaction and also how to create the customer retention.