JIEMS (Journal of Industrial Engineering and Management Systems)

The shift in the pattern of using land transportation modes from conventional to online application-based has helped shape the lifestyle pattern of using different land transportation modes for the community. However, the other side of the presence of this application-based online land transportation mode is to maintain customer needs and expectations through aspects of service quality in applications provided by application-based online transportation service providers. It is not an easy thing to do and maintain. Applications should have quality because applications are the main capital in using online transportation modes. In addition, the information listed on the online transportation mode application is an important factor in providing the suitability of the information in the application. This study aims to analyze the effect of application display factors and feature adjustments in the application on user loyalty of application-based online transportation modes. By using SMART PLS 3.0, the results of this study explain that the attitudes of users of application-based online transportation modes are influenced by the application display factors and the adjustment of features in the application. Furthermore, loyalty is influenced by the attitude of users of application-based online transportation modes. Other recent features as part of service quality can be another factor that can be used to analyze user loyalty for application-based online transportation modes. This is useful for enriching understanding in determining the loyalty of users of application-based online transportation modes.

Application display; Adjustment; Attitude; Loyalty

Barnes, S. J. dan Vidgen, R. T. (2002) “An Integrative Approach to the Assessment of E-commerce Quality,” Journal of Electronic Commerce Research, 3, hal. 114–127.

Chang, H. ., Lee, C. . dan Lai, C. . (2012) “E-Service Quality and Relationship Quality on Dealer Satisfaction: Channel Power as a Moderator,” Total Quality Management & Business Excellence, 23(7–8), hal. 855–873.

Christian, M. (2019a) “Dampak Penggunaan Teknologi Berbasis Aplikasi pada Usaha Restoran Berskala Mikro & Kecil,” Journal of Business and Applied Management, 12(2), hal. 132–198. doi: 10.30813/jbam.v12i2.1822.

Christian, M. (2019b) “Telaah Keniscayaan Iklan di Kanal Youtube sebagai Perilaku Khalayak di Kalangan Milenial,” Bricolage: Jurnal Magister Ilmu Komunikasi, 5(2), hal. 141–158. doi: 10.30813/bricolage.v5i02.1890.

Christian, M., Purwanto, E. dan Wibowo, S. (2020) “Technostress Creators on Teaching Performance of Private Universities in Jakarta During Covid-19 Pandemic,” Technology Reports of Kansai University, 62(6).

Díez, I. T., Coronado, L. L. dan Rodrigues, J. J. P. (2012) “Howtomeasure the QoS of a Web-based EHRs System: Development of an Instrument,” Journal of Medical Systems, 36, hal. 3725–3731.

Fariza Dewi, F. dan Mahfudz (2018) “Pengaruh Citra Merek, Preferensi Konsumen, Word of Mouth, Kepercayaan, dan Persepsi Harga terhadap Keputusan Pembelian Jasa Go-Ride (Studi pada Mahasiswa Universitas Diponegoro),” Diponegoro Journal of Management, 7(2), hal. 1–13.

Hair, J. F. et al. (2014) Multivariate Data Analysis. 7 ed. London: Pearson Education Limited.

Heidari, H., Mousakhani, M. dan Rashidi, H. (2014) “The Impact of Traditional and Electronic Service Quality on Customer Satisfaction, Trust and Loyalty in Banking Industry,” International Journal of Scientific Management and Development, 2, hal. 614–620.

Hendrayati, H. et al. (2020) “E-Service Quality and Price to Build Online Transportation Loyalty in Indonesia,” Journal of Management and Marketing Review, 5(1), hal. 16 – 30.

Hendrayati, H. dan Syahidah, R. K. (2018) “Barriers and Possibilities of Implementation of Customer Relationship Management on Small and Medium Enterprises by Womenpreneurs,” Jurnal Bisnis dan Manajemen, 19(2), hal. 72–87.

Katadata (2019) Berapa Pangsa Pasar Jasa Layanan Transportasi Online Indonesia?, katadata.co.id. Tersedia pada: https://databoks.katadata.co.id/datapublish/2019/10/05/berapa-pangsa-pasar-jasa-layanan-transportasi-online-indonesia (Diakses: 27 Juli 2020).

Lin, J. S. . dan Hsieh, P. . (2011) “Assesing the Self-Service Technology Ecounters: Development and Validation of SSTQUAL Scale,” Journal of Retailing, 87, hal. 194–206.

Lokadata (2020) Penumpang Angkutan Daring Turun, Tapi Terbuka Peluang Lain, lokadata.id. Tersedia pada: https://lokadata.id/artikel/penumpang-angkutan-daring-turun-tapi-terbuka-peluang-lain (Diakses: 27 Juli 2020).

Mayanda, L., Wijayanto, H. dan Muflikhati, I. (2018) “Factors Affecting Satisfaction and Loyalty of Online Taxi-Motor Partners,” Indonesian Journal of Business and Entrepreneurship, 4(2), hal. 207–216.

Muis, A., Fathoni, A. dan Minarsih, M. M. (2018) “Analisis Faktor-faktor yang Mempengaruhi Kepuasan Konsumen terhadap Pengguna Transportasi Go-Jek di Semarang,” Journal of Management, 4(4).

Nandi (2019) “The Influence of Online Transportation Application to the Mobility and Economic of the Society (Case Study on Using Grab and Go-Jek in Bandung, Indonesia),” in IOP Conference Series: Earth and Environmental Science. Tanjung Malim: IOP Science, hal. 1–6.

Novia, C. dan Andarini, S. (2019) “Analisis Komparasi Persepsi Konsumen Pengguna Ojek Online Go-Ride dan Grab Bike (Studi Kasus pada Mahasiswa Pengguna Ojek Online Go-Ride dan Grab-Bike di UPN Veteran Jawa timur),” Jurnal Bisnis Indonesia, 10(2), hal. 224–237.

Shukla, M. K. dan Pattnaik, P. N. (2019) “Managing Customer Relations in A Modern Business Environment: Towards an Ecosystem-based Sustainable CRM Model,” Journal of Relationship Marketing, 18(1), hal. 17–33.

The Financial Times (2019) Grab v Gojek: Inside the Tech Battle for South-east Asia. Tersedia pada: https://www.ft.com/content/04e0523c-2256-11ea-b8a1-584213ee7b2b (Diakses: 27 Juli 2020).

Zehir, C. dan Narcıkara, E. (2016) “E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions,” Procedia - Social and Behavioral Sciences, 229, hal. 427 – 443.

Zeithaml, V. A., Parasurarnan, A. dan Malhotra, A. (2002) “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge,” Journal of the Academy ofMarketing Science, 30, hal. 362–375.

Zeng, F. et al. (2009) “Determinants of Online Service Satisfaction and Their Impacts on Behavioural Intentions,” Total Quality Management & Business Excellence, 20(9), hal. 953–969.