Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung

Bethani Suryawardani(1), Astri Wulandari(2),

DOI: https://doi.org/10.15294/jdm.v11i1.21432


(1) Marketing Management Program, Telkom University, Indonesia
(2) Marketing Management Program, Telkom University, Indonesia

Abstract

This study was aimed to find out which factors that become the most influence on customers switching behavior for online transportation and how the impact on their satisfaction and loyalty for future consumption. Transportation service is one of the service industry sectors that play a strategic role in human life. The intense competition in the online transportation industry and the various choice of brands in the market make the consumers easy to switch from their current product to other brand products. The research method used in this study was a quantitative method, with Structural Equation Modeling (SEM) analysis technique using SMART PLS 2.0 software. The sampling method used was accidental sampling with 400 respondents. The results of the study showed that the contribution of price, promotion and e-service quality simultaneously influenced on which directly affected customer satisfaction was 64.9%. Whereas, the results of the study also showed the contribution of price, promotion, e-service quality and customer satisfaction simultaneously influenced on which directly affected customer loyalty was 48.3%. E-service quality has the biggest impact on customer satisfaction by 30.69%; meanwhile,  promotion has the biggest impact on loyalty by 3.17%.

Keywords

Customer Satisfaction, Customer Loyalty, Switching Behavior.

Full Text:

PDF

References

Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty. Assumption Business Administration College Journal, 29(1), 24-38.

Al-Kwifi, O. S., & Ahmed, Z. U. (2015). An Intellectual Journey into the Historical Evolution of Marketing Research in Brand Switching Behavior-Past, Present and Future. Journal of Management History, 21(2), 172-193.

Althonayan, A., Alhabib, A., Alrasheedi, E., Alqahtani, G., & Saleh, M. A. H. (2015). Customer Sa-tisfaction and Brand Switching Intention: a Study of Mobile Services in Saudi Arabia. Expert Journal of Marketing, 3(2), 62-72.

Ameur, I., Keltouma, M., & Souar, Y. (2015). The Impact of Marketing Mix Elements on Customer Loyalty for an Algerian Telecommunication Company. Expert Journal of Marketing, 3(1), 1-10.

Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: a Study of Four Service Sectors of Pakistan. Sciences, 8(2), 452-474.

Asosiasi Penyelenggara Jasa Internet Indonesia. (2016). Saatnya Jadi Pokok Perhatian Pemerintah dan Industri. Buletin APJII 5ed. Jakarta: Penerbit APJII.

Asosiasi Penyelenggara Jasa Internet Indonesia. (2017). Persentase Kepemilikan Perangkat. Infografis Penetrasi dan Perilaku Pengguna Internet di Indonesia. Jakarta: Penerbit APJII.

Bigné, E., García, I. S., & Pérez, R. C. (2011). Antecedents and Consequences of Post Purchase Regret: an Application to Mobile Phone Services. Revista Española de Investigación de Marketing, 15(1), 7-34.

Calvo-Porral, C., & Lévy-Mangin, J. P. (2015). Switching Behavior and Customer Satisfaction in Mobile Services: Analyzing Virtual and Traditional Operators. Computers in Human Behavior, 49, 532-540.

Chen, C. C., & Chuang, M. C. (2008). Integrating the Kano Model into a Robust Design Approach to Enhance Customer Satisfaction with Product Design. International Journal of Production Economics, 114(2), 667-681.

Dewi, R. K., Yasa, N. N. K., & Sukaatmadja, I. P. G. (2014). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah PT BPR Hoki di Kabupaten Tabanan. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 3(5), 257-275.

Elder, R. S., & Krishna, A. (2011). The “Visual Depiction Effect†in Advertising: Facilitating Embodied Mental Simulation through Product Orientation. Journal of Consumer Research, 38(6), 988-1003.

Ferreira, A. G., & Coelho, F. J. (2015). Product Involvement, Price Perceptions, and Brand Loyalty. Journal of Product & Brand Management, 24(4), 349-364.

Ghasrodashti, E. K. (2018). Explaining Brand Switching Behavior Using Pull-Push-Mooring Theory and the Theory of Reasoned Action. Journal of Brand Management, 25(4), 293-304.

Gulla, R., Oroh, S. G., & Roring, F. (2015). Analisis Harga, Promosi, dan Kualitas pelayanan terhadap Kepuasan Konsumen pada Hotel Manado Grace Inn. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 3(1), 1313-1322.

Hussain, R. (2016). The Mediating Role of Customer Satisfaction: Evidence from the Airline Industry. Asia Pacific Journal of Marketing and Logistics, 28(2), 234-255.

Jati, G. P. (2010). ATSI: Jumlah Pelanggan Seluler Indonesia 180 Juta. Available at: https://industri.kontan.co.id/news/atsi-jumlah-pelanggan-seluler-indonesia-180-juta-1. 10 October 2019.

Johnson, G., Scholes, K., & Whittington, R. (2008). Exploring Corporate Strategy: Text & Cases. New York: Pearson Education.

Kassim, N., & Asiah Abdullah, N. (2010). The Effect of Perceived Service Quality Dimensions on Customer Satisfaction, Trust, and Loyalty in e-Commerce Settings: a Cross Cultural Analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.

Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Service Quality, Service Convenience, Price and Fairness, Customer Loyalty, and the Mediating Role of Customer Satisfaction. International Journal of Bank Marketing, 33 (4), 404-422.

Kemp, S. (2018). Digital in 2018: World’s Internet Users Pass the 4 Billion Mark. Available at https://wearesocial.com/blog/2018/01/global-digital-report-2018. 1 July 2019.

Khan, K., & Hameed, I. (2017). The Mediation of Customer Satisfaction and Moderation of Price: Evidence from the Generation Y Users of Cell Phones. KASBIT Business Journal, 10, 21-56.

Kotler, P., & Amstrong, G. (2016). Principles of Marketing. 15th edition. England: Pearson Education Limited.

Kotler, P., & Keller, K. (2016). Marketing Management, 15th global edition. England: Pearson Education Limited.

Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The Relationships among Service Quality, Perceived Value, Customer Satisfaction, and Post-Purchase Intention in Mobile Value-Added Services. Computers in Human Behavior, 25(4), 887-896.

Levesque, T., & McDougall, G. H. (1996). Determinants of Customer Satisfaction in Retail Banking. International Journal of Bank Marketing, 14(7), 12-20.

Lin, C., Wang, Z., & Wu, W. (2000). A Study of Market Structure: Brand Loyalty and Brand Switching Behaviours for Durable Household Appliances. International Journal of Market Research, 42(3), 1-16.

Luhur, F. (2018). Pendatang Baru Metode Pembayaran Elektronik di Indonesia. Available at: https://www.goodnewsfromindonesia.id/2018/01/11/pendatang-baru-metode-pembayaran-elektrik-di-indonesia. 1 July 2019.

Mohsin, A., Ahmad, R., & Ahmed, A. (2012). Determinants of Customer Switching Behavior in Banking Sector. Studies in Business & Economics, 7(2), 20-34.

Owomoyela, S. K., Oyeniyi, K. O., & Ola, O. S. (2013). Investigating the Impact of Marketing Mix Elements on Consumer Loyalty: an Empirical Study on Nigerian Breweries Plc. Interdisciplinary Journal of Contemporary Research in Business, 4(11), 485-496.

Pantano, E., & Priporas, C. V. (2016). The Effect of Mobile Retailing on Consumers’ Purchasing Experiences: a Dynamic Perspective. Computers in Human Behavior, 61(August), 548-555.

Qin, H., Prybutok, V. R., & Zhao, Q. (2010). Perceived Service Quality in Fast-Food Restaurants: Empirical Evidence from China. International Journal of Quality & Reliability Management, 27(4), 424-437.

Rasmansyah. (2017). The Effect of Service Quality and Promotion to Customer Satisfaction and Implication of Customer Loyalty in Vehicle Financing Company in Jakarta Indonesia. International Journal of Advanced Scientific Research, 2(6), 22-30.

Rimawan, E., Mustofa, A., & Mulyanto, A. D. (2017). The Influence of Product Quality, Service Quality and Trust on Customer Satisfaction and its Impact on Customer Loyalty (Case Study PT ABC Tbk). International Journal of Scientific & Engineering Research, 8(7), 2330-2336.

Santoso, S. (2014). Konsep Dasar dan Aplikasi SEM dengan Amos 22. Jakarta: Elex Media Komputindo.

Sekaran, U., & Bougie, R. (2013). Research Methods for Business: a Skill Building Approach. Fifth Edition. West Sussex: John Wiley and Sons, Ltd, Publication.

Sharma, V., & Panga, M. D. (2018). Determinants of Switching Behaviour in Consumer Electronic Goods. Prestige International Journal of Management and Research, 10(4), 107-117.

Shin, D. H., & Kim, W. Y. (2008). Forecasting Customer Switching Intention in Mobile Service: an Exploratory Study of Predictive Factors in Mobile Number Portability. Technological Forecasting and Social Change, 75(6), 854-874.

Shukla, P. (2009). Impact of Contextual Factors, Brand Loyalty and Brand Switching on Purchase Decisions. Journal of Consumer Marketing, 26(5), 348-357.

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan Kombinasi (Mixed Methods). Bandung: Alfabeta.

Tjiptono, Fandy. (2014), Pemasaran Jasa: Prinsip, Penerapan, Penelitian. Yogyakarta: Andi Offset.

Tsao, H. Y., & Li-Wei, C. (2005). Exploring Brand Loyalty from the Perspective of Brand Switching Costs. International Journal of Management, 22(3), 436.

Van-Vuuren, T., Roberts-Lombard, M., & Van Tonder, E. (2012). Customer Satisfaction, Trust and Commitment as Predictors of Customer Loyalty within an Optometric Practice Environment. Southern African Business Review, 16(3), 81-96.

Veloutsou, C., Gioulistanis, E., & Moutinho, L. (2004). Own Labels Choice Criteria and Perceived Characteristics in Greece and Scotland: Factors Influencing the Willingness to Buy. Journal of Product & Brand Management, 13(4), 228-241.

Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Service Recovery. Services Marketing: Integrating Customer Focus Across the Firm, London: McGraw-Hill Higher Education.

Wimalasiri, R. K. H. S. (2017). Factors Influencing Brand Switching in Telecommunication Industry in Sri Lanka: a Study Based on Undergraduates in Sri Lanka. Proceedings. 8th International Conference on Business & Information ICBI-2017, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka.

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and Strategies in Services Marketing. Journal of Marketing, 49(2), 33-46.

Zikmund, W. G., & Babin, B. J. (2015). Essentials of Marketing Research. Boston: Nelson Education.

Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2010). Business Research Methods, South-Western: Cengage Learning.

Refbacks

  • There are currently no refbacks.


Bookmark and Share


mandiri88

slot88

slot thailand

tokeslot88 langkah 4d toto macau Hayobet slot depo 10k

tokeslot88 tokeslot88 langkah4d langkah4d langkah4d gdtoto


POSKOBET POSKOBET POSTOTO787 POSTOTO787 EMAS787 EMAS787 SUNDA787 SUNDA787/ ASIABET777 ASIABET777 https://pdakmi.kemenag.go.id https://mega888slots.com

tokeslot88 diamond murah voucher game

mideatoto

cemilanbet

tokeslot

gdtoto

situs slot gacor

POSTOTO787

situs slot gacor

slot88