SATISFACTION AND REPURCHASE INTENTION OF INNOVATED PARATRANSIT SERVICES USING MOBILE APPLICATION IN INDONESIA

• Main Author: Larasati, Audina
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72307
• Institution: Institut Teknologi Bandung

Online transportation is paratransit service in that can be used by operating mobile applications. It is using location based service. It consist of motorcycle taxis, car, and taxi. Online transportation started booming in early 2015 in Indonesia. In the development, there were still many dissatisfaction and complaints. Some issues were emerging related online transportation which are privacy interference done by the driver, bad attitude of the driver, and issues related the law government. Meanwhile, government has already supported the online transportation company by creating Ministerial Regulation as law enforcement. Construct used on the study are the result of combining construct of previous research about consumer behavior related to perception. Trust, service quality, e-service quality, perceived usefulness, and word of mouth are predicted variables that influence repurchase intention. In addition, this research would also predicting factors that influence consumer satisfaction. Judgmental sampling perform to 400 respondents from Jakarta, Bandung, Semarang, Yogyakarta for age more than 10 years old who ever use online transportation in Indonesia since they can give score of perception towards to service performance. Online questionnaire develop to gather data. Data processed through confirmatory factor analysis, linear regression, and path analysis. This research find that Indonesian people are having moderate satisfaction and repurchase intention towards online transportation. Service quality as the variable that have strongest and significant influence to satisfaction followed by E-service quality then trust. For repurchase intention is mostly influenced by trust then word of mouth. This study would also showing the differences to previous research. Then, there is no relationship between demographic aspects to repurchase intention. With this paper hopefully would be beneficial for the online transportation provider in order to retain the customer effectively.