Customer Satisfaction Analysis of Online Taxi Mobile Apps

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.

Quality and Use of Mobile Applications for Transportation Service: Influence on Satisfaction

“…Therefore, Hypotheses 1, 3 and 5 are supported, respectively. Previous studies (Justitia et al 2019 andOlubusola 2015) tested these hypotheses.…”

“…It is logical to think that when consumers perceive a quality system it positively affects satisfaction (DeLone & McLean, 2003;Wang, 2008;Justitia, Semiati & Ramadhini, 2019) and therefore the intention to continue using the system, in this case, the application (Li, 2013;Yang et al, 2020).…”

“…In matters of mobile apps, it is not the exception, and it could be said that the quality of the information presented acquires major importance. Having sufficient information guides consumers to make better decisions and allows them to accept and continue using a product or service (Lee & Chung, 2009;Sripalawat et al, 2011;Li, 2013;Justitia, Semiati & Ramadhini, 2019;Yang et al, 2020) more easily.…”

Analysis of the Use of the Bebunge Application Using End User Computing Satisfaction Model

“…The reliability test of the questionnaire instrument looks at the results of using the Cronbach alpha (CA) test of Smart PLS. Reliability test as shown in Analysis of the satisfaction level of the Bebunge application users uses the calculation of the Customer Satisfaction Index (CSI) [11]. The satisfaction level of Bebunge application users needs to find the Mean Satisfaction Score (MSS) and Mean Importance Score (MIS).…”

Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan pada Transportasi Online Roda Dua PT X

“…Perusahaan penyedia jasa transprtasi online ini harus mempertahankan penggunanya dengan memaksimalkan pelayanan kepada pengguannya agar penggunanya merasakan manfaat. Atribut ini membutuhkan perhatian paling cepat dan peningkatannya secara signifikan akan meningkatkan kepuasan pelanggan (Justitia et al, 2019). Tujuan dari penelitian ini adalah untuk mengetahui, menganalisis dan menguji hubungan antara pengaruh kualitas pelayanan, keamanan, persepsi harga, metode pembayaran dan efisiensi terhadap kepuasan pelanggan.…”