Public transportation competitiveness analysis based on current passenger loyalty

Li, Linbo; Bai, Yufang; Song, Ziqi; Chen, Anthony; Wu, Bing

doi:10.1016/j.tra.2018.04.016

Cited by 40 publications

(50 citation statements)

References 53 publications

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“…Di bidang transportasi, meskipun beberapa penelitian mengenai loyalitas pelanggan telah dilakukan, seperti pada transportasi publik secara general (Dimitriades, 2006;Li, Bai, Song, Chen, & Wu, 2018); layanan bus antarkota (Chang & Yeh, 2017); industri penerbangan (Hussain, 2016;Prentice & Loureiro, 2017); sistem check-in online maskapai (Chen & Wang, 2016); transportasi kapal ferry (Pantouvakis & Lymperopoulos, 2008); dan kereta api berkecepatan tinggi (Dölarslan, 2014), namun demikian, belum ada penelitian yang mengulas loyalitas pelanggan pada transportasi berbasis aplikasi online (ride-hailing platform) atau lebih dikenal dengan transportasi online dan ojek online. Adapun Surya and Surtiningsih (2019) telah meneliti transportasi online di Indonesia, namun memiliki keterbatasan penelitian di mana hanya sampai pada kepuasan pelanggan.…”

Section: Pendahuluanunclassified

CUSTOMER LOYALTY FROM PERSPECTIVE OF MARKETING MIX STRATEGY AND CUSTOMER SATISFACTION A study from Grab - Online Transportation in Era of Industrial Revolution 4.0

Surya

2019

MIX

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ABSTRACT. This study aims to examine and analyze the influence of marketing mix 7P (product, price, promotion, place, people, physical evidence, and process) on costumer loyalty with the mediating role of customer satisfaction. A lesson from case of overlapping online transportation user base in Indonesia, specificly from Grab’s Consumer perspective. The research was design by using conclusive experiment, in casual type, with quantitative and survey methods. The sampling method used is sampling judgmental and the data was analized by SEM-PLS with WarpPLS 6.0. Data was taken by giving questionaire to 406 respondents. Respondents are Grab’s consumer. The result shows that the variable such as price, promotion, place, people, and process were significantly positif give effect to customer satisfaction, and customer satisfaction affected customer loyalty positifly and significantly. In other hand, product and physical evidence were not significantly give effect. Adjusted R-squared coefficients of customer satisfaction and customer loyalty were 0,540 and 0,512 which means 54% of customer satisafction can be made by marketing mix variables and 51,2% of customer loyalty can be made by customer satisfaction. The future research in the same topic can use probability sampling method, especially stratified random sampling, and researcher can compare to another ASEAN countries’ data to enhance the more meaningful insight.Key words: marketing mix, customer satisfaction, customer loyalty, online transportation. ABSTRAK. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh bauran pemasaran 7P (product, price, promotion, place, people, physical evidence, and process) terhadap loyalitas pelanggan dengan peran mediasi kepuasan pelanggan. Pelajaran dari kasus tumpang tindih basis pengguna transportasi online di Indonesia, khususnya dari perspektif konsumen Grab. Penelitian ini dirancang dengan menggunakan eksperimen konklusif, dalam tipe kasual, dengan metode kuantitatif dan survei. Metode pengambilan sampel yang digunakan adalah sampling judgmental dan data dianalisis dengan SEM-PLS menggunakan bantuan WarpPLS 6.0. Data diambil dengan memberikan kuesioner kepada 406 responden. Responden adalah konsumen Grab. Hasil penelitian menunjukkan bahwa variabel seperti price, promotion, place, people, dan process berpengaruh positif signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan mempengaruhi loyalitas pelanggan secara positif dan signifikan. Di sisi lain, product dan physical evidence tidak berpengaruh signifikan. Koefisien Adjusted R-squared pada kepuasan pelanggan dan loyalitas pelanggan adalah 0,540 dan 0,512 yang berarti 54% dari kepuasan pelanggan dapat dibuat oleh variabel bauran pemasaran dan 51,2% dari loyalitas pelanggan dapat dibentuk oleh kepuasan pelanggan. Penelitian di masa depan dalam topik yang sama dapat menggunakan metode sampling probabilitas, khususnya pengambilan sampel bertingkat, dan peneliti dapat membandingkan dengan data negara-negara ASEAN lainnya untuk meningkatkan masukan yang lebih bermakna.Kata kunci: Kepuasan pelanggan, Kualitas layanan, loyalitas pelanggan, transportasi online.

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Section: Pendahuluanunclassified

CUSTOMER LOYALTY FROM PERSPECTIVE OF MARKETING MIX STRATEGY AND CUSTOMER SATISFACTION A study from Grab - Online Transportation in Era of Industrial Revolution 4.0

Surya

2019

MIX

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“…Customer satisfaction is undoubtedly central to this effort because it affects both retention and loyalty, and recommendations to would-be riders (1,(4)(5)(6)(7). Although many agencies attribute ridership declines to everything from a slowing economy to falling gas prices and the presence of ride-hailing services, longitudinal studies controlling for these factors have found that annual vehicle revenue kilometers are the key internal factor (8,9).…”

mentioning

confidence: 99%

Commuters’ Assessment of Public Transport as a “Reasonable” Option in Montreal, QC

DeWeese

El-Geneidy

2020

Transportation Research Record

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Retaining and increasing public transport ridership is a centerpiece of many strategies to address both the climate crisis and public health challenges. Understanding how and why commuters choose or reject public transport as a viable option or actual mode is, thus, central to policymakers’ efforts. This study makes use of a detailed travel-behavior survey conducted at McGill University in Montreal, Quebec, to answer two key questions: 1) What factors influence travelers’ perception of public transport as a reasonable commuting option? and 2) From among those travelers that do consider public transport to be reasonable, what factors influence their final decision to use it? One important finding is that there is sometimes a disconnect between the factors that influence a person’s initial assessment of reasonableness and subsequent mode choice. For example, car owners were paradoxically more likely to consider public transport a reasonable option but significantly less likely to use it. More generally, another important finding of this study is that there may be a sizeable contingent of travelers who consider public transport to be a reasonable or viable option but nonetheless decline to use it. These travelers may be easier to convert to public transport than those who do not already consider it a reasoanble option, making it important for policymakers to understand their motivations. Ultimately, public transport agencies may be able to use this type of information to develop policies better targeted at bolstering ridership.

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“…We can also determine which station pairs should be promoted on priority. Usually, two strategies are used to tackle the problem of competition, decreasing external driving force, and strengthening internal driving force [21]. In this study, diminishing external driving force reduced the appeal of taxis, such as by increasing the taxi fares based on the associated external cost of road congestion, energy consumption, and environmental pollution.…”

Section: A Discussionmentioning

confidence: 99%

“…They defined competitiveness by the choice among multiple travel modes. Li et al [20] [21] analyzed the main factors influencing the intention of car users to take public transport, and found that comfort, reliability, and economy were the most helpful in encouraging car users to switch their travel mode and enhancing public transit competitiveness. Zou et al [48] proved that family or Policy can guide people who do not own private cars to avail public transportation.…”

Section: B Definition Of Competitivenessmentioning

confidence: 99%

Spatiotemporal Analysis of Competition Between Subways and Taxis Based on Multi-Source Data

et al. 2020

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Public transportation competitiveness analysis based on current passenger loyalty

Cited by 40 publications

References 53 publications

CUSTOMER LOYALTY FROM PERSPECTIVE OF MARKETING MIX STRATEGY AND CUSTOMER SATISFACTION A study from Grab - Online Transportation in Era of Industrial Revolution 4.0

CUSTOMER LOYALTY FROM PERSPECTIVE OF MARKETING MIX STRATEGY AND CUSTOMER SATISFACTION A study from Grab - Online Transportation in Era of Industrial Revolution 4.0

Commuters’ Assessment of Public Transport as a “Reasonable” Option in Montreal, QC

Spatiotemporal Analysis of Competition Between Subways and Taxis Based on Multi-Source Data

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