The Effect of Service Quality, Promotion Strategy and Company Image on Word of Mouth in Mediation by Online Transport Customer Satisfaction Jakarta Region

Abstract

Application-based (online) transportation is increasingly being used in the current era in fulfilling consumer needs in transportation. Apart from the convenience aspect, the company's image from online transportation is also a consideration for consumers in using these transportation services. Also, one aspect that has recently become a consideration for consumers in using online transportation is the promotional strategy that the company offers to consumers. These three aspects are important factors that companies need to pay attention to and improve to retain consumers and survive in the competition. This study aims to examine the effect of these three aspects (service quality, promotion strategies, and company image) on word of mouth from online transportation consumers mediated by customer satisfaction. By using the purposive sampling technique, it is obtained that 150 respondents are online transportation users in the Jakarta area. Structural Equation Modeling, namely by using SmartPLS, is used in analyzing the data in this study. The results obtained are that these three aspects are proven to be a determining factor for consumers in disseminating satisfaction using online transportation through word of mouth.

Factors Affecting Travel Intention of Citizens of Pakistan via Premium Bus Services: A Case Study

“…This literature review aims to provide a comprehensive overview of relevant studies conducted in the last five years, arranged in chronological order, and critically evaluated for their contributions to the field. One of the early studies by Tecoalu (2021) explored the impact of corporate image on travel intention. The study found a significant positive relationship between corporate image and travel intention, indicating that a positive perception of a travel service provider's reputation and image enhances individuals' likelihood of choosing their services.…”

“…Poor service quality can also lead to negative word of mouth and damage the reputation of a travel service. In order to succeed in the tourism industry, it is important for travel services to prioritize reputation and quality, as these factors can have a significant impact on customer satisfaction and loyalty (Tecoalu, 2021). Pakistan's travel industry has been neglected in recent years, which has contributed to poor performance and low productivity.…”

The study of social inclusion and gender equality on public transport satisfaction: Case of Metropolitan Jakarta

“…Sumaedi, in 2012, studied paratransit [35], and then he studied the satisfaction level public of the bus in 2016 [24] by connecting perceived value, image, perceived ease of use, and perceived passengers' satisfaction using factor analysis. Tecoalu was concerned to evaluate online transport [36]. While Supriyadi was concerned about the JAKLINGO microbus [37].…”