Work

Systematic Literature Review : Kepuasan Pengguna Dan Faktor Penentunya Pada Layanan Transportasi Online Di Indonesia

Year: 2025

Type: review

Abstract: Amidst intense competition in the online transportation sector in Indonesia, customer satisfaction has become crucial, yet related research remains fragmented. This study conducted a Systematic Literature Review (SLR) of journals from 2021 to 2025 to map trends, platforms, and factors influencing user satisfaction. The analysis results show that Gojek and Grab are the most frequently studied platforms. Service quality and price are the most commonly analyzed factors and have consistently been proven to have a positive and significant impact on user satisfaction. This study integrates existing findings to provide a comprehensive overview.

Source: Jurnal QUA TEKNIKA

DOI: 10.35457/quateknika.v15i02.4823

Authors: Arga Satria Panuntun, Nabilla Rahma Inayati, Rizal Aprianto

Institution: Politeknik Keselamatan Transportasi Jalan

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Industry, innovation and infrastructure, Sustainable cities and communities

Open Access status: diamond

OpenAlex ID: W4414520561

FWCI:

Cites:

Cited by:

Related to: