An examination of satisfaction towards online motorcycle taxis at different usage levels

Suhartanto, Dwi; Dean, David L.; Gan, Christopher; Suwatno,; Chen, Brendan T.; Michael, Alouysius

doi:10.1016/j.cstp.2020.04.008

Cited by 8 publications

(8 citation statements)

References 30 publications

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“…Moreover, Zhang et al (2018) argued that consumers who are satisfied with one channel will continue to use that channel. Suhartanto et al (2020) found that customers who are satisfied with their shopping experiences are more likely to reuse the service in question and increase their usage intentions relative to the retailer. When it comes to grocery retailers, if customers are satisfied with the app, they may have a greater intention to use the app to make purchases.…”

Section: Satisfaction Affects Usage Intentionmentioning

confidence: 98%

Channel integration in grocery retailers via mobile applications

Yen

2023

MIP

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PurposeThis study aims to explore the impact of channel integration on usage intention through mobile applications (apps) for customers in grocery retailers. Moreover, the study examines the moderating effect of customer commitment in the model.Design/methodology/approachStructural equation modeling was conducted on a sample of 536 consumers in Taiwan.FindingsThis study found that information integration, marketing integration and operational integration are three significant dimensions of channel integration in grocery retailers. Channel integration positively affects satisfaction and trust, which, in turn, increases usage intention. Moreover, customer commitment significantly moderates the relationships in the model.Research limitations/implicationsSample bias may exist because the sample was obtained from an online survey conducted on social media platforms.Practical implicationsThis study suggested that practitioners should confidently implement channel integration through mobile apps in stores. They may develop more valuable services connected with different channels or devices to assist customers in buying in-store. To improve customer trust in the service, practitioners can enhance their confidence in using mobile apps in their stores. Moreover, practitioners segment customers based on high and low levels of customer commitment to provide different strategies to increase usage intention in the retailer.Originality/valueThis study advanced the extant knowledge of channel integration theory and relationship marketing theory in the context of omnichannel retailing.

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Section: Satisfaction Affects Usage Intentionmentioning

confidence: 98%

Channel integration in grocery retailers via mobile applications

Yen

2023

MIP

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“…Sejauh ini telah ditemukan beberapa studi terkait dengan layanan ojek online. Studi-studi tersebut dilakukan di berbagai kota di Indonesia (Halias & Prahara, 2020;Kafid & Putra, 2020;Perwira & Hidayat, 2021;Sanubari & Amalia, 2019;Suhartanto et al, 2020). Selain itu juga dilakukan di negara lain, seperti seperti Vietnam (Nguyen-Phuoc et al, 2020), Filipina (Yuana et al, 2019), dan Chile (Fielbaum & Tirachini, 2020).…”

Section: Pendahuluanunclassified

Studi fenomenologi kepuasan kerja pengemudi ojek online

Putra¹,

Himam²,

Kusumastutie

2022

Mediapsi

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Ojek online (online motorcycle taxi) is a form of transportation service in Indonesia. This business absorbs millions of workers. However, there are indications of a lack of job satisfaction among the drivers. The lack of job satisfaction may hinder the drivers' performance and services. In the present research, we explore what job satisfaction means among online motorcycle taxi drivers. We collected the data by interviewing three drivers. We then analyzed the data using the Interpretative Phenomenological Analysis (IPA) method. The results suggest that the drivers interpret their job satisfaction in terms of freedom, sufficiency, and harmony. Online motorcycle taxi companies can use the current findings when implementing their policy. Ojek online adalah salah satu bentuk layanan transportasi di Indonesia. Bisnis ini menyerap jutaan tenaga kerja. Namun, ada indikasi kurangnya kepuasan kerja di antara para pengemudi. Kurangnya kepuasan kerja dapat menghambat kinerja dan pelayanan pengemudi. Dalam penelitian ini, kami mengeksplorasi apa arti kepuasan kerja di kalangan pengemudi ojek online. Kami mengumpulkan data dengan mewawancarai tiga pengemudi. Kami kemudian menganalisis data menggunakan metode Interpretative Phenomenological Analysis (IPA). Hasilnya menunjukkan bahwa pengemudi menafsirkan kepuasan kerja mereka dalam hal kebebasan, kecukupan, dan keharmonisan. Perusahaan ojek online dapat menggunakan temuan saat ini ketika menerapkan kebijakan mereka.

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“…Therefore, evaluating service quality is more difficult than product quality. Service quality is potential for determining quality of customer's experience in using brand (Suhartanto et al, 2020). Perceived Quality is product or service giving high quality to customer based on expectation.…”

Section: Service Qualitymentioning

confidence: 99%

The Effect of Perceived Usefulness, Perceived Ease of Use and Perceived Price on Customer Loyalty in Gojek Through Customer Satisfaction (Study on Gojek Apps Users in Jabodetabek)

Suryatenggara

Dahlan

2022

JBAM

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AbstractThis research aims to test the effect of Perceived Usefulness, Perceived Ease of Use, and Perceived Price on Customer Loyalty in Gojek through Customer Satisfaction using the Technology Acceptance Model (TAM) and Structural Equation Modeling (SEM). Data is obtained from a questionnaire distributed to Gojek users in Jabodetabek with a total of 255 respondents. The results of the research show that Perceived Usefulness, Perceived Ease of Use, and Perceived Price have a positive and significant impact on Customer Satisfaction and also influence Customer Loyalty through Customer Satisfaction in a positive and significant way. Other Quality of Service criteria such as Perceived Safety, Perceived Risk, and Responsiveness need to be tested in further research, as well as more specific population segments and other methods such as quantitative and interview methods need to be considered in future research.

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An examination of satisfaction towards online motorcycle taxis at different usage levels

Cited by 8 publications

References 30 publications

Channel integration in grocery retailers via mobile applications

Channel integration in grocery retailers via mobile applications

Studi fenomenologi kepuasan kerja pengemudi ojek online

The Effect of Perceived Usefulness, Perceived Ease of Use and Perceived Price on Customer Loyalty in Gojek Through Customer Satisfaction (Study on Gojek Apps Users in Jabodetabek)

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