Open AccessHow Service Quality Affects Customer Loyalty in the Online Transportation
Author(s) -
Putu Gde Arie Yudhistira
Publication year - 2018
Publication title -
asia proceedings of social sciences
Language(s) - English
Resource type - Journals
eISSN - 2663-6638
pISSN - 2663-662X
DOI - 10.31580/apss.v2i3.308
Subject(s) - business , marketing , customer satisfaction , service quality , competition (biology) , loyalty business model , quality (philosophy) , service (business) , loyalty , advertising , ecology , philosophy , epistemology , biology
Online transportation in Indonesia is experiencing rapid growth. The existence of online transportation is not only in big cities, but has begun to spread to areas that can be categorized as second cities, including Denpasar City as the provincial capital of Bali. Increasingly intense competition, especially in the field of online transportation, where many producers are involved in fulfilling the needs and wants of consumers, causing each service company to place customer satisfaction orientation as the main goal to win the competition. This study aims to determine the effect of service quality offered by online transportation to customer satisfaction in Denpasar City, with the number of respondents as many as 100 respondents. This research is a quantitative descriptive study and the method of this research is a survey method with a questionnaire instrument. The results of the study influence the quality of service on customer satisfaction by 43.5% while the remaining 56.5% can be explained by other causes not examined in this study.