SYSTEMATIC LITERATURE REVIEW CUSTOMER SATISFACTION WITH ONLINE TRANSPORTATION SERVICES

Systematic Literature Review Customer Satisfaction with Online Transportation Services

  • Evy Nurmiati UIN Syarif Hidayatullah Jakarta
  • Faiz Rizki Saputra Faiz Rizki Saputra Universitas Syarif Hidayatullah Jakarta
Keywords: Online Transportation, Customer Satisfaction, Systematic Literature Review

Abstract

Transportation service providers are leveraging advancements in information technology to enhance their online transportation businesses. To stay competitive with other online transportation service providers, these businesses are constantly striving to elevate customer satisfaction. Presently, there is a wealth of research focused on identifying the factors that impact customer satisfaction. Therefore, there is a need for a comprehensive review of journal papers that delve into customer satisfaction in the context of online transportation. This research employs a Systematic Literature Review (SLR) methodology and focuses on journal papers published between 2018 and 2023. The study is guided by three research questions (RQs). The ultimate findings of this research shed light on the most extensively studied applications, which are Go-Jek and Grab. Data collection methods predominantly involve the use of questionnaires, with up to 100 respondents participating. The research highlights that the key driver of customer satisfaction is the quality of service. The insights derived from this study are expected to provide valuable information for operators in the online transportation industry. It is anticipated that this knowledge will encourage these businesses to continually enhance the quality of their services, ultimately leading to increased customer satisfaction and repeated utilization of their services.

Downloads

Download data is not yet available.

References

D. Indra, Regita, And J. T. Purba, “Pengukuran Kualitas Pelayanan, Harga Dan Customer Value

Terhadap Kepuasan Pelanggan Transportasi Online Bagi Kaum Millenial,” J. Account. Manag.

Innov., Vol. 3, No. 1, Pp. 14–35, 2019.

R. Wandira And Arief Hadian, “Pengaruh Brand Image Terhadap Kepuasan Pelanggan

Transportasi Online Gojek (Studi Kasus Masyarakat Kelurahan Binjai)”, Jasmien, Vol. 2, No. 02,

Pp. 89-99, Jan. 2022.

E. Triandini, S. Jayanatha, A. Indrawan, G. W. Putra, And B. Iswara, “Metode Systematic

Literature Review Untuk Identifikasi Platform Dan Metode Pengembangan Sistem Informasi

Di Indonesia,” Indones. J. Inf. Syst., Vol. 1, No. 2, Pp. 63–77, 2019.

J. Jumhadi And Ana Susi Mulyani, “Perkembangan Industri Transportasi Ojek Online Di Era 5.0

Dari Pt. Gojek Indonesia”, Jci, Vol. 2, No. 6, Pp. 2393–2402, Jan. 2023.

M. R. Waluyo, “Analisis Model Hubungan Kepuasan Dan Loyalitas Pelanggan Transportasi

Online,”

Tekmapro J. Ind. Eng. Manag., Vol. 13, No. 2, Pp. 41–48, 2020.

W. D. Kurniawati And S. Muchsin, “Pengaruh Kualitas Pelayanan , Efisiensi Dan Harga

Transportasi Berbasis Online Go-Jek Terhadap Kepuasan Masyarakat ( Studi Kasus Pada

Masyarakat Malang Raya ) Jurusan Administrasi Publik , Fakultas Ilmu Admiministrasi ,

Universitas Islam Malang , Jl . Mt,” J. Respon Publik, Vol. 13, No. 4, Pp. 87–97, 2019.

L. . Nur, M. K. . Rhokan, And N. . Inayah, “Analisis Dampak Keberadaan Transportasi Online

Pada Pendapatan Dan Kesempatan Kerja Tukang Becak (Studi Kasus Kec. Panyabungan Kota

Kab. Mandailing Natal)”, Jemb, Vol. 2, No. 2, Pp. 232–240, Aug. 2023.

H. Prawiranta And R. Diana, “Pengaruh Kualitas Sistem Informasi, Harga Dan Kualitas

Pelayanan Terhadap Kepuasan Pelanggan Pada Jasa Gojek Di Kota Yogyakarta,” J. Pendidik.

Akunt., No. 3, Pp. 1–22, 2021.

. Fauzi, “Pengaruh Permintaan Harga, Promosi, Dan Kualitas Layanan Terhadap Kepuasan

Konsumen Pada Transportasi Online”, Jaman, Vol. 3, No. 1, Pp. 63–72, Apr. 2023.

C. Lavenia, Mohammad Iqbal, And A. Irawan, “Pengaruh Technology Acceptance Model (Tam)

Dan Electronic Word Of Mouth (Ewom) Terhadap Kepuasan Pelanggan (Survei Pada

Pelanggan Go-Jek Di Kota Kediri),” J. Adm. Bisnis, Vol. 60, No. 3, Pp. 52–61, 2018.

Rifaldi, Kadunci, And Sulistyowati, “Pengaruh Kualitas Pelayanan Transportasi Online Gojek

Terhadap Kepuasan Pelanggan Pada Mahasiswa/I Administrasi Niaga Politeknik Negeri

Jakarta,” Epigram, Vol. 13, No. 2, Pp. 121–128, 2016.

V. Fatnilla And M. S. Abdurrahman, “Pengaruh Komunikasi Terhadap Kepuasan Pelanggan

Transportasi Online Go-Jek ( Studi Kuantitatif Pada Mahasiswa / I Institut Teknologi Bandung

),” In E-Proceeding Of Management, 2019, Vol. 6, No. 1, Pp. 1665–1671.

David, “Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan

Pelanggan Pada Transportasi Online Grab,” Agora, Vol. 6, No. 2, 2018.

R. Wandira And Arief Hadian, “Pengaruh Brand Image Terhadap Kepuasan Pelanggan

Transportasi Online Gojek (Studi Kasus Masyarakat Kelurahan Binjai)”, Jasmien, Vol. 2, No. 02,

Pp. 89-99, Jan. 2022.

C. B. Dewa, “Pengaruh Kualitas Pelayanan Dan Promosi Penjualan Jasa Grabcar Terhadap

Kepuasan Pelanggan (Studi Kasus Pada Wisatawan Di Yogyakarta),” Perspektif, Vol. Xvi, No.

, Pp. 1–6, 2018.

E. Setiawan And S. Septiani, “Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan

Pelanggan Pengguna Moda Transportasi Grab Di Tangerang Selatan,” J. Manaj. Dan Kearifan

Lokal Indones., Vol. 2, No. 1, P. 54, 2018.

T. Nurhikmah, Achmad Fauzi, Septiana Cahyaningrum Tarmono Putri, Damar Asmarani, Vina

Damayanti, And Rahma Fitriani Thalitha, “Analisis Faktor-Faktor Yang Mempengaruhi

Loyalitas Pelanggan Layanan Transportasi Online (Go-Jek) : Kualitas Pelayanan, Harga Dan

Kepuasan Konsumen”, Jimt, Vol. 3, No. 6, Pp. 646-656, Jul. 2022.

F. Rosalina And A. Kusumawati, “Pengaruh Sales Promotion Dan Kualitas Pelayanan Terhadap

Kepuasan Konsumen Serta Dampaknya Pada Minat Pembelian Ulang (Survei Pada Konsumen

Jasa Grabcar Di Kota Malang),” J. Adm. Bisnis, Vol. 60, No. 1, Pp. 139–148, 2018.

L. M. S. Saragih, “Pengaruh Brand Image Dan Harga Terhadap Kepuasan Pelanggan

Transportasi Online Online Grabcar Dalam Meningkatkan Word Of Mouth,” J. Manaj. Bisnis,

Vol. 31, No. 1, 2019.

M. A. Juniantara And T. G. R. Sukawati, “Pengaruh Persepsi Harga, Promosi, Dan Kualitas

Pelayanan Terhadap Kepuasan Dan Dampaknya Terhadap Loyalitas Konsumen,” E-Jurnal

Manaj. Univ. Udayana, Vol. 7, No. 11, Pp. 5955–5982, 2018.

D. Erica And H. Al Rasyid, “Pengaruh Kualitas Layanan Dan Pemanfaatan Teknologi Informasi

Terhadap Kepuasan Dan Loyalitas Pelanggan Jasa Transportasi Online Di Jakarta,” J.

Ecodemica, Vol. 16, No. 2, Pp. 168–176, 2022.

M. I. Purba And K. E. N. Ginting, “Pengaruh Harga, Pelayanan, Dan Kualitas Jasa Terhadap

Kepuasan Konsumen Transportasi Online Di Kota Medan,” J. Konsep Bisnis Dan Manaj., Vol.

, No. 1, Pp. 63–75, 2019.

Mayasari, R. (2019). Sistem Informasi Nilai Mahasiswa Berbasis Sms Gateway Menggunakan

Trigger Pada Database. Systematics, 1(1), 44-57.

C. Nainggolan, I. Sopwan, N. Auliah, N. Ni’matullah, And A. Hasanuddin, “Polemik Kebijakan

Transportasi Online”, J. Kebijakan Publik, Vol. 1, No. 1, Pp. 27-34, Mar. 2020.

Irfan, M., Putra, S. J., Alam, C. N., Subiyakto, A., & Wahana, A. (2018, March). Readiness Factors

For Information System Strategic Planning Among Universities In Developing Countries: A

Systematic Review. In Journal Of Physics: Conference Series (Vol. 978, No. 1, P. 012046). Iop

Publishing.

Yuniarto, D., Suryadi, M., Firmansyah, E., Herdiana, D., Subiyakto, A., & Rahman, A. B. A. (2018,

-9 Aug. 2018). Integrating The Readiness And Usability Models For Assessing The Information

System Use. Paper Presented On The 2018 6th International Conference On Cyber And It

Service Management (Citsm).

Subiyakto, A., Hidayah, N. A., Gusti, G., Hikami, M. A., (2019) Readiness And Success Of

Ubiquitous Learning In Indonesia: Perpectives Of A Pilot Project Implementation, Information,

(2): 79.

Haryanto, T., Wibowo, M. W., Rahman, T. K.A., Subiyakto, A. (2020) Developing Digital

Transformation Success Model: Case Study Of A Public Insurance Company In Indonesia.

Journal Of Advanced Research In Dynamical And Control Systems, 12 (6), 2586-2599.

Published
2024-02-24
How to Cite
Nurmiati, E., & Faiz Rizki Saputra, F. R. S. (2024). SYSTEMATIC LITERATURE REVIEW CUSTOMER SATISFACTION WITH ONLINE TRANSPORTATION SERVICES: Systematic Literature Review Customer Satisfaction with Online Transportation Services. JURNAL PERANGKAT LUNAK, 6(1), 25-32. https://doi.org/10.32520/jupel.v6i1.2853