Customer Satisfaction Analysis of Online Taxi Mobile Apps

Army Justitia, Rini Semiati, Nadhila Ramadhini Ayuvinda

= http://dx.doi.org/10.20473/jisebi.5.1.85-92
Abstract views = 297 times | views = 418 times

Abstract


Background: High number of complaints that have been filed about the performance of online taxi services has prompted research on customer satisfaction factor analysis. Substantial research has addressed customer satisfaction factors in online taxi services, but none of them investigated the satisfaction in using the mobile apps.

Objective: This study aims to find out the level of customer satisfaction and customer satisfaction factors in the online taxi mobile app services.

Methods: This study is quantitative in nature, using questionnaires and purposive sampling method. The Customer Satisfaction Index (CSI) and Important-Performance Analysis (IPA) were used to determine the customer satisfaction factors, with the variables being route detection, connection, interaction, content, and service quality; as well as customer satisfaction, customer’s complaint, and customer loyalty. The data was processed using SPSS software.

Results: The results showed that the level of customer satisfaction was 76.117% and fell into Cause of Concern category. This means that the system performance did not meet customer expectations. The results also showed that the best three factors in online taxi mobile apps are route detection, interaction, and content quality. Meanwhile, the factors that caused customer dissatisfaction were connection and service quality. The variables that led to satisfaction need to be maintained and the variables that did not were in Quadrant 1.

Conclusion: The customer satisfaction was low so it is advisable that the companies immediately take an action to improve their performance and revise their strategic planning. In doing so, they must prioritize the attributes which have the biggest gap because these are the ones that will improve customer satisfaction.


Keywords


Customer Satisfaction, Customer Satisfaction Index, Importance Performance Analysis, Online Taxi Mobile App, Strategic Planning

Full Text:

PDF

References


D. M. Dahwilani, ‘Pendapat Masyarakat Soal Layanan Taksi Online’. 2017.

G. S. Weng, S. Zailani, M. Iranmanesh, and S. S. Hyun, ‘Mobile Taxi Booking Application Service’s Continuance Usage Intention by Users’, Transportation Research Part D : Transport and Environment, vol. 57, pp. 207–216, 2017.

A. Pratama, ‘Kilas Balik Ojek Online 2015’. Dec-2015.

S. L. B. Silalahi, P. W. Handayani, and Q. Munajat, ‘Service Quality Analysis for Online Transportation Services: Case Study of GO-JEK’, Procedia Computer Science 124, pp. 487–495, 2017.

A. Poliaková, ‘Application of the Customer Satisfaction Index (CSI) to Transport Services’, vol. V, no. IV, pp. 208–215, 2010.

C. O’Loughlin and G. Coenders, ‘Application of the European Customer Satisfaction Index to Postal Services. Structural Equation Models versus Partial Least Squares’, Departament d’Economia,Universitat de Girona, pp. 21–28, 2002.

I. Wibowo, ‘Survei YLKI: 40 Persen Pengguna Taksi Online Kecewa’. 2017.

S. H. A. Syukri, ‘Penerapan Customer Satisfaction Index (CSI) dan Analisis Gap pada Kualitas Pelayanan Trans Jogja’, Jurnal Ilmiah Teknik Industri, vol. 13, pp. 103–111, 1.

B. C. Shia, M. Chen, and A. D. Ramdansyah, ‘Measuring Customer Satisfaction Toward Localization Website by WebQual and Importance Performance Analysis (Case Study on AliexPress Site in Indonesia)’, American Journal of Industrial and Business Management, vol. 6, no. 2, pp. 117–128, 2016.

Y.-F. Kuo, C.-M. Wu, and W.-J. Deng, ‘The Relationships among Service Quality, Perceived Value, Customer Satisfaction, and Post-purchase Intention in Mobile Value-added Services’, Computers in human behavior, no. 25, pp. 887–896, 2009.

M. Chae and J. Kim, ‘Information Quality for Mobile Internet Services: A Theoretical Model with Empirical Validation’, ICIS 2001 Proceedings, vol. Paper 6, pp. 43–54, 2001.

Y.-S. Wang and Y.-W. Liao, ‘The Conceptualization and Measurement of M-Commerce User Satisfaction’, Computers in Human Behavior, vol. 23, no. 1, pp. 381–398, Jan. 2007.

L. P. Alexander and M. C. González, ‘Assessing the Impact of Real-time Ridesharing on Urban Traffic using Mobile Phone Data’, Proc. UrbComp, pp. 1–9, Aug. 2015.

Y.-J. Park, P.-S. Heo, M.-H. Rim, and D.-S. Park, ‘Customer Satisfaction Index Measurement and Importance-Performance Analysis for Improvement of the Mobile RFID Services in Korea’, pp. 2657–2665, Jul. 2008.

Z. Idris, ‘Kajian Tingkat Kepuasan Pengguna Angkutan Umum di DIY’, Dinamika Teknik Sipil vol 9 (2), pp. 189–196, 2009.

W. H. Utomo, A. F. Wijaya, and C. A. Widi P, ‘Customer Satisfaction Analysis to Health Service by SERVQUAL 5 Dimension Method and Customer Satisfaction Index’, International Journal of Computer Applications, pp. 17–21, 2013.

J. A. Martilla and J. C. James, ‘Importance-Performance Analysis’, Journal of Marketing, vol. 41, no. 1, pp. 77–79, 1977.

Z. . Ali, I. Munira, N. R. . Suradi, and A. . Ismail, ‘Importance-performance Analysis and Customer Satisfaction Index for Express Bus Services’, Nature & Biologically Inspired Computing, pp. 590–595, 2009.

I. Sever, ‘Importance-Performance Analysis: A valid management tool?’, Tourism Management, vol. 48, pp. 43–53, 2015.

R. Setiawan, ‘Analisa Tingkat Kepuasan Pengguna Kereta Api Komuter Surabaya - Sidoarjo’, 2005.

R. E. Walpole, R. H. Myers, S. L. Myers, and K. Yee, Probability and Statistics for Engineers and Scientists, 8th Edition. Boston: Prentice Hall, 2011.

Indrawati, Metode Penelitian Manajemen dan Bisnis. Bandung: Refika Aditama, 2015.

Azwar, Reliabilitas dan Validitas : Seri Pengukuran Psikologi. Yogyakarta: Sigma Alpha, 2012.


Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Authors

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

ISSN 2443-2555 (online) 2598-6333 (print). Published by Universitas Airlangga.
 All article published in JISEBI are open access and under the CC BY license (http://creativecommons.org/licenses/by/4.0/)

JISEBI Stats