Moving From Traditional to Society 5.0 Case study by Online Transportation Business

Razak, Mashur and Gunawan, Bata Ilyas and Fitriany, Fitriany and Ashoer, Muhammad and Hidayat, Muhammad and Halim, Perdana Kusuma Putra Aditya (2019) Moving From Traditional to Society 5.0 Case study by Online Transportation Business. Journal of Distribution Science, 17 (9). pp. 93-102. ISSN 1738-3110

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Abstract

Purpose - Capturing the shifting consumer behavior perspective on online transportation network performance in Indonesia, this study aims to empirically examine the impact of electronic customer relationship management (e-CRM) and e-service quality on customer e-satisfaction and e-loyalty. Research design, data, and methodology - A quantitative approach was applied, and then we determined the respondents who met the predetermined criterion by using purposive sampling method. In total, 167 online transportation customer in Indonesia participated in this electronic questionnaire survey. To tested the collected data, Partial Least Square (PLS) - (SEM) analytical tools were employed. Results and Findings - There are five hypotheses proposed in this study and state that only one hypothesis is rejected, The dominant relationship between variables in the hypothesis is shown in the variable relationship of e-service quality on e-satisfaction. CRM, Service Quality, Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia. Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia. Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia

Item Type:	Article
Uncontrolled Keywords:	e-CRM; e-Service Quality; e-Satisfaction; e-Loyalty; Online Transportation Business
Subjects:	300 Social Science > 300 - 309 Sosiologi dan Antropologi > 307 Komunitas > 307.7 Bentuk Spesifik Suatu Masyarakat
Divisions:	JURNAL ONLINE
Depositing User:	Univ. Handayani Makassar
Date Deposited:	15 Dec 2021 17:44
Last Modified:	19 Dec 2021 19:27
URI:	http://repo.handayani.ac.id/id/eprint/71

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