Influencing Factors on Customer Satisfaction and Retention in Online Transportation in Indonesia

Berlianto, Margaretha Pink and Pramono, Rudy and Meilani, Yohana F. Cahya Palupi (2020) Influencing Factors on Customer Satisfaction and Retention in Online Transportation in Indonesia. In: ICSET 2019, 23 November 2019, Jakarta, Indonesia.

[img]
Preview
Text (PDF)
eai.23-11-2019.2301624.pdf - Published Version

Download (500kB) | Preview

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.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: sales promotion online dependency reputation satisfaction retention
Subjects: Q Science > Q Science (General)
T Technology > T Technology (General)
T Technology > TA Engineering (General). Civil engineering (General)
Depositing User: EAI Editor IV
Date Deposited: 30 Jun 2021 12:29
Last Modified: 30 Jun 2021 12:29
URI: https://eprints.eudl.eu/id/eprint/4178

Actions (login required)

View Item View Item