Determinant of customer loyalty’s influence: a study case of Bluebird Taxi

Afner Khrisna Hidayat, Filda Rahmiati

Abstract


Transportation services have undergone many changes and improvements over time, particularly in the digital era, making it easier for users to obtain transportation services at any time and from any location. As a result, business actors in the transportation sector are competing to provide attractive transportation services and offers to meet the community's mobility needs, so that users are satisfied and loyal to their services. This study aims to evaluate the influence of Service Quality, Service Benefit, System Quality, and Price on Customer Loyalty of Blue Bird taxi as a prominent taxi provider in Indonesia. The methodology used in this study is the Quantitative method and the statistical analysis was performed using the software of SPSS (Statistical Package for Social Science ) version 25.0. The research population for this study is the user of Blue Bird taxi in the last 5 years and has gained data from 154 respondents in total through a form questionnaire. The results of this study show that Service Quality and Service Benefits do not influence Customer Loyalty to Blue Bird taxi significantly. Meanwhile, the other variable of System Quality and Price has influenced the Customer Loyalty of Blue Bird taxi. Moreover, this study also shows that Service Quality, Service Benefit, System Quality, and Price have a simultaneous influence on Customer Loyalty to Bluebird.

Full Text:

PDF

References


Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality. Journal of Travel Research, 56(4), 436–450. https://doi.org/10.1177/0047287516649058

Al-Mamun, A., Rahman, M. K., & Robel, S. D. (2014). A Critical Review of Consumers’ Sensitivity to Price: Managerial and Theoretical Issues Understanding Muslim Medical Tourists’ Perceptions View project Dermatology View project. Journal of International Business and Economics, 2(2), 1–9. https://www.researchgate.net/publication/265598350

Alifiaberizky. (2021). The Intense Market Competition of Indonesia Online Transportation. Medium.Com. https://medium.com/with-bright-indonesia/the-intense-market-competition-of-indonesia-online-transportation-20cb4f5860ad

Aminah, S. (2018). Transportasi Publik dan Aksesibilitas Masyarakat Perkotaan. Perencanaan Dan Pengendalian Material Pada Proyek Konstruksi Palu Grand Mall, 4(2), 40–50. http://jurnal.untad.ac.id/jurnal/index.php/JTSI/article/viewFile/2410/1571

Anjungroso, F. (2017). Survei YLKI Ungkap Alasan Orang Pilih Transportasi Online. Tribunnews.Com. https://www.tribunnews.com/techno/2017/05/12/survei-ylki-ungkap-alasan-orang-pilih-transportasi-online?page=all

Anwar, A. A. (2017). Online vs Konvensional: Keunggulan dan Konflik Antar Moda Transportasi di Kota Makassar. ETNOSIA : Jurnal Etnografi Indonesia, 2(2), 220. https://doi.org/10.31947/etnosia.v2i2.3012

Assegaff, S. B., & Pranoto, S. O. (2020). Price Determines Customer Loyalty in Ride-Hailing Services. American Journal of Humanities and Social Sciences Research, 3, 453–463. www.ajhssr.com

Balachandran, I., & Hamzah, I. B. (2017). The Influence of Customer Satisfaction on Ride-Sharing Services in Malaysia. International Journal of Accounting & Business Management, 5(2), 184–196. https://doi.org/10.1098/rstb.2013.0388

Dewi, L. (2020). Customer Loyalty, Through Customer Satisfaction in Customers Pt. Xyz. Jurnal Aplikasi Manajemen, 18(1), 189–200. https://doi.org/10.21776/ub.jam.2020.018.01.19

Ghozali, I. (2016). Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23: BPFE Universitas Diponegoro. IOSR Journal of Economics and Finance, 3(1), 256.

Hadi, N. U., Aslam, N., & Gulzar, A. (2019). Sustainable service quality and customer loyalty: The role of customer satisfaction and switching costs in the Pakistan cellphone industry. Sustainability (Switzerland), 11(8). https://doi.org/10.3390/su11082408

Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement, and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21–40. https://doi.org/10.1108/IJQSS-07-2016-0048

Huda, M., & Hartati, N. (2021). Pengaruh Kualitas Layanan, Brand Image, dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Jasa Transportasi Taksi Blue Bird di Jakarta Barat. Jurnal Sains Manajemen & Akuntansi, 13(2), 96–110.

Jeaheng, Y., Al-Ansi, A., & Han, H. (2020). Impacts of Halal-friendly services, facilities, and food and Beverages on Muslim travelers’ perceptions of service quality attributes, perceived price, satisfaction, trust, and loyalty. Journal of Hospitality Marketing and Management, 29(7), 787–811. https://doi.org/10.1080/19368623.2020.1715317

Joudeh, J. M. M., & Dandis, A. O. (2018). Service Quality, Customer Satisfaction and Loyalty in Internet Service Providers. International Journal of Business and Management, 13(8), 108. https://doi.org/10.5539/ijbm.v13n8p108

Keshavarz, Y., Jamshidi, D., & Bakhtama, F. (2016). The Influence of Service Quality on Restaurants Customer Loyalty. Arabian Journal of Business and Management Review (Oman Chapter), Vol 6. https://platform.almanhal.com/Files/Articles/96578

Kim, S., Lee, S., & Lee, K. (2019). An Effect of Information System Quality of BRIS on Perceived Usefulness and User’s Continuous Use Intention. Agribusiness and Information Management, 11(2), 16–24. https://doi.org/10.14771/aim.11.2.2

Kotler, & Armstrong, G. (2017). Principles of Marketing.

Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/ijarbss/v7-i4/2821

Litman, T. A. (2017). Developing Indicators For Comprehensive And Sustainable Transport Planning. Transportation Research Record, 2005, 10–15. www.vtpi.org

Magatef, D. S. G., & Tomalieh, D. E. F. (2015). The impact of Customer Loyalty Programs on Customer Retention. Heat Transfer Research, 44(5), 409–415. https://doi.org/10.1615/HeatTransRes.2013005645

Malhotra, N. (2010). An applied orientation. Marketing Research, 7, 1–26.

Marco. (2017, April). The 4 most used transportation apps in Indonesia. Marcorensen.Com. https://marcorensen.com/discover-traveling-indonesia/the-4-most-used-transportation-apps-in-indonesia/

Mubarok, E. S. (2019). Factors influencing customer satisfaction within Indonesian taxi providers. International Journal of Multidisciplinary Research and Development, 6(9), 198–206.

Napitupulu, E., & Lukiyana. (2017). Pengaruh Kualitas Pelayanan Dan Kepercayaan Merek Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Pt.Taksi Blue Bird Group Jakarta. Jurnal Online Internasional & Nasional, 5(2), 71.

Narteh, B. (2018). Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price. Marketing Intelligence & Planning, 8(5), 24–26. https://doi.org/10.1108/EUM0000000001084

Nasution, A. A., Erwin, K., & Bartuska, L. (2020). Determinant Study of Conventional Transportation and Online Transportation. Transportation Research Procedia, 44(2019), 276–282. https://doi.org/10.1016/j.trpro.2020.02.042

Ngoc Duy Phuong, N., & Thi Dai Trang, T. (2018). Repurchase Intention: The Effect of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Media. Marketing and Branding Research, 5, 78–91.

Nguyen-Phuoc, D. Q., Su, D. N., Tran, P. T. K., Le, D. T. T., & Johnson, L. W. (2020). Factors influencing customer’s loyalty towards ride-hailing taxi services – A case study of Vietnam. Transportation Research Part A: Policy and Practice, 134(March 2019), 96–112. https://doi.org/10.1016/j.tra.2020.02.008

Paronda, A. G. A., Regido, J. R. F., & Napalang, M. S. G. (2016). Comparative Analysis of Transportation Network Companies ( TNCs ) and Conventional Taxi Services in Metro Manila. 23rd Annual Conference of Transportation, August, 1–12. https://s3.amazonaws.com/academia.edu.documents/54055483/Comparative_Analysis_Uber_Grab_Taxi_Paper_Paronda_2_FINAL-rev-06302016.pdf?AWSAccessKeyId=AKIAIWOWYYGZ2Y53UL3A&Expires=1517457700&Signature=KVlw86klvqMeM34kwPCSdDj0xLc%3D&response-content-dispositio

Pitaloka, F. A., & Widyawati, N. (2015). Pengaruh Kualitas Pelayanan, Harga Dan Promosi Terhadap Penjualan Online Shop Busana Muslim. Ilmu Dan Riset Manajemen, 4, 5.

Shahid, R. M., Halim, F., & Shehzad, A. (2019). Effect of service quality, price fairness, justice with service recovery and relational bonds on customer loyalty: Mediating role of customer satisfaction. Pakistan Journal of Commerce and Social Science (PJCSS), 13(1), 62–94.

Soh, K. L., Chin, S. H., & Wong, W. P. (2015). A theoretical model to investigate customer loyalty on logistics service providers for sustainable business performance. International Journal of Business Performance and Supply Chain Modelling. https://www.inderscienceonline.com/doi/abs/10.1504/IJBPSCM.2015.071609

Sumaedi, S., Gede Mahatma, I., Bakti, Y., & Yarmen, M. (2012). The Empirical Study Of Public Transport Passengers’ Behavioral Intentions: The Roles Of Service Quality, Perceived Sacrifice, Perceived Value, And Satısfaction. Research Center for Quality System and Testing Technology, 2(1), 83–97. http://ijtte.com/uploads/2012-03-20/d4c8811d-88a5-92b1p8.pdf

Sumardi, S., & Fernandes, A. A. R. (2018). The mediating effect of service quality and organizational commitment on the effect of management process alignment on higher education performance in Makassar, Indonesia. Journal of Organizational Change Management, 31(2), 410–425. https://doi.org/10.1108/JOCM-11-2016-0247

We Are Social, & Hootsuite. (2021). Digital 2021: Overview report. In Global Digital Reports. https://datareportal.com/reports/digital-2021-global-overview-report

Yovaldi, M. F., Hardiman, T., Suryobuwono, A. A., Gunawan, A., & Banjarnahor, A. R. (2019). Comparative Study of Online Taxi and Conventional Taxi Ordering Systems. Advances in Transportation and Logistics Research, 2, 116–121.

Zeithaml, V., Bitner, M. jo, & Gremler, dwayne d. (2018). Service Marketing: Integrating Customer Focus Across The Firm (7th Edition) (7th Editio). McGraw-Hill Education.

Zhang, Y., Sapozhnikova, M., Dzulkarnain, A., Papadimitriou, A., & Beroff, R. (2020). Blue Bird Group: Competing Markets*. Northeastern Centre For Emerging Markets, Case Number(Strt 4501), 1–5. https://www.bloomberg.com/news/articles/2017-12-06/blue-bird-says-taxis-can-still-grow-amid-competition-from-uber




DOI: http://dx.doi.org/10.33021/icfbe.v3i1.3906

Refbacks

  • There are currently no refbacks.


Editorial Office:

Faculty of Business President University 
Jalan Ki Hajar Dewantara Mekarmukti
Cikarang Utara, Bekasi, Jawa Barat

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.