Analyzing the Effects of Platform Reliability, Response Time, Safety Features, and User Experiences, on Customer Loyalty in Industrial Online Transportation Service in Indonesia
Year: 2024
Type: article
Study design: Observational Study
Abstract: This study investigates the effects of platform reliability, response time, safety features, and user experience on customer loyalty within the industrial online transportation services in Indonesia. Utilizing a quantitative approach, data were collected from a sample of users through structured questionnaires. The results revealed significant positive relationships between all examined factors and customer loyalty, with safety features and user experience being the most influential. The findings emphasize the importance of reliable platforms, timely service, robust safety measures, and positive user experiences in enhancing customer retention. These insights provide practical implications for companies in the online transportation sector to develop strategies that foster customer loyalty and maintain a competitive advantage.
Authors: Arie Wahyu Prananta, Moch Afifudin, Rahmat Taufikur Rahman, Anisa Bahar
Institution: Universitas Trunodjoyo Madura
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4404204521