E-S-QUAL, CUSTOMER SATISFACTION, AND LOYALTY INTENTION OF MY BLUE BIRD AN OFFLINE TO ONLINE EXPANSION OF A TAXI BUSINESS

• Main Author: Pratiwi (19015113), Lintang
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/28615
• Institution: Institut Teknologi Bandung

In this modern era where transportation takes a big role in helping people to deal with their activities, online transportation comes up with the purpose to make the transportation process become much more easier. Blue Bird is the only conventional taxi company that offers online reservation system. Blue Bird wants to sustain and gain loyal customers in order to survive competing with both online and conventional taxi competitor. The purpose of this research is to determine e-service quality relation with customer satisfaction towards My Blue Bird app. The researcher also wants to know the correlation of customer satisfaction and loyalty intention of My Blue Bird online car-riding transportation in Indonesia. Data collected using a quantitative method with snowball sampling technique. An online questionnaire was spread to 245 respondents. This study uses partial least squares equation modeling (PLS-SEM) to generate the result and recommendation for the service provider. The finding of this study shown that there is significant relationship between efficiency and fulfillment towards customer satisfaction, and significant relationship between customer satisfaction to loyalty intention. However, there are also insignificant relationship between system availability and privacy towards customer satisfaction.