Electronic Word of Mouth (E-Wom) of Transportation Application Consumers in Indonesia: Which Factors That Are Matter

Abstract

Transportation applications are now becoming a popular means of transportation in major cities of developing countries. This is because high levels of community mobility are faced with high levels of congestion. This study was constructed to test the effect of service quality to e-WOM through consumer satisfaction by using PLS SEM-path modeling. Empirical findings indicated that all hypotheses tested are proven. Service quality had a significant positive effect directly on satisfaction and indirectly against e-WOM. Subsequently, from the service quality indicator, the most influential indicator was the driver interaction with the consumer. These findings were different from public transportation, which did not employ online application where indicator tangibles had the highest effect that create consumer perception of service quality. Discussion and managerial implications are provided.

Young Indonesian Muslim women consumer behavior toward modest sportswear

“…The satisfied individual will lead to purchase intention. Previous studies have proven this relationship (Leonnard, Daryanto, Sukandar, and Yusuf, 2015;Leonnard, 2017;Leonnard and Susilowati, 2018;. Therefore, in this study, we adopted a modified theory of planned behavior with the contribution of expectation and perception selected from Nam, Dong, and Lee (2017) on modest sportswear.…”

“…Conversely, when the perceived benefits are lower than their expectations, it will create dissatisfaction. Satisfaction will lead to positive attitudes toward products (Nam, Dong, and Lee, 2017;Leonnard and Susilowati, 2018;Leonnard and Susanti, 2018) and repurchase intention . Conversely, dissatisfaction will result in negative attitudes toward products and repurchase intention.…”

Membangun Loyalitas Pelanggan Berbasis E-Service Quality Dengan Mediasi Kepuasan Pelanggan (Studi pada Transportasi Online Grab-Car di Kota Medan)

“…Yeh & Li, (2009) menemukan bahwa eservice quality berkorelasi erat dengan kepuasan pelanggan. Hasil penelitian sejalan dengan penelitian Fauzi, (2018); Chou et al, (2014); Santoso & Aprianingsih, (2017); Gambo, (2016); Pasharibu, et al, (2018); Ishaq, (2012); Khan, et al, (2018); Bismo, et al, (2018); Jahanshahi, et al, (2011);Azhar, et al, (2019) dan Leonnard & Susilowati, (2018) yang menyimpulkan bahwa adanya pengaruh e-service quality terhadap kepuasan pelanggan. Dengan demikian, dirumuskan hipotesis yaitu: H1 : E-service quality berpengaruh terhadap kepuasan pelanggan Loyalitas pelanggan bisa ditentukan oleh faktor pelayanan yang diberikan, baik itu berupa pelayanan secara umum maupun e-service quality.…”

“…Sehingga dengan adanya keamanan dan privasi yang baik pada aplikasi transportasi online Grab-Car ini akan membuat pelanggan merasa puas dengan e-service quality dari transportasi online Grab-Car. Hasil penelitian sesuai dengan hasil penelitian yang dilakukan oleh Fauzi, (2018); Chou et al, (2014); Santoso & Aprianingsih, (2017);Gambo, (2016);Pasharibu, et al, (2018); Ishaq, (2012); Khan, et al, (2018);Bismo, et al, (2018);Jahanshahi, et al, (2011);Azhar, et al, (2019) dan Leonnard & Susilowati, (2018) yang menyimpulkan bahwa adanya pengaruh eservice quality terhadap kepuasan pelanggan.…”

Brand Commitment Analysis in Improving Electronic Word of Mouth

“…Based on previous research, several factors that can influence eWOM include user experience [22], behavioral intentions of application users on the internet that encourage users to spread eWOM [18], quality of goods/services [10], brand commitment [23] and brand credibility [24]. Several studies also discuss brand credibility and brand commitment which have a large effect on positive eWOM [25].…”