Factors Influencing Customer Loyalty towards Online Transportation Companies in Jakarta – Indonesia

Abstract

The purpose of this research was to determine factors that influence customer loyalty towards companies that provide online transportation services. The research uses a descriptive design to determine the relationship between variables and descriptive variables. The object used in this research were GOJEK and GRAB (Indonesia’s two biggest online transportation company) users in DKI Jakarta province, with a sample size of 306 people. Sample selection was based on simple random sampling and the research method used is descriptive statistic using Lisrel application version 8.80 to process and analyze Structural Equation Modeling (SEM) data.

The conclusion of this research would state the relationship among variables, such as; a) Partial relationship between Customer Value and Service Quality towards  Customer Loyalty; b) Customer Satisfaction towards Customer Attachment; c) Partial relationship between Service Quality and Relational Benefits towards Customer Satisfaction; d) Quality of Service towards Customer Value and e) Quality of Service towards Relational Benefits.