Modelling Passenger Loyalty towards App-based Motorcycle Taxi

IF 1.2 Q4 MANAGEMENT

Asian Academy of Management Journal Pub Date : 2020-06-30 DOI:10.21315/aamj2020.25.1.3

D. Suhartanto, Michael D. Clemes, A. Februadi, T. Suhaeni, Z. A. C. Loveldy

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引用次数: 3

Abstract

This study evaluates the effect of both service quality and mobile application quality on passenger loyalty towards application-based motorcycle taxi (AMT) services. The data employed for this study were collected from 319 AMT service users in Bandung, Indonesia. To analyse the data, partial least squares structural equation modelling (PLS-SEM) was used to check the influence of both service quality and application quality on passenger loyalty and their indirect influence through passenger perceived value and passenger satisfaction. The result shows that the passenger perception of mobile app quality is an important driver of passenger loyalty towards AMT services. Further, this study suggests that the effect of both service quality and mobile app quality on passenger loyalty is via strengthening passenger perceived value and satisfaction. Finally, this study’s findings reveal the important role of mobile app quality as the determinant of AMT service quality. This study provides a venue for AMT business managers to improve their business performance by developing both service quality and mobile app quality.

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基于app的摩的乘客忠诚度建模

本研究评估了服务质量和移动应用程序质量对乘客对基于应用程序的摩托车出租车（AMT）服务忠诚度的影响。本研究采用的数据来自印度尼西亚万隆的319名AMT服务用户。为了分析数据，使用偏最小二乘结构方程模型（PLS-SEM）来检验服务质量和应用质量对乘客忠诚度的影响，以及它们通过乘客感知价值和乘客满意度的间接影响。结果表明，乘客对手机应用程序质量的感知是乘客对AMT服务忠诚度的重要驱动因素。此外，本研究表明，服务质量和手机应用程序质量对乘客忠诚度的影响是通过增强乘客感知价值和满意度来实现的。最后，本研究结果揭示了移动应用程序质量作为AMT服务质量决定因素的重要作用。这项研究为AMT业务经理提供了一个通过开发服务质量和移动应用程序质量来提高业务绩效的场所。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Asian Academy of Management Journal MANAGEMENT-

CiteScore

1.70

自引率

0.00%

发文量

审稿时长

20 weeks

期刊介绍： The Asian Academy of Management Journal (AAMJ) is a refereed journal that is jointly published by the Asian Academy of Management (AAM) and Penerbit Universiti Sains Malaysia (http://www.penerbit.usm.my). The journal endeavors to provide forums for academicians and practitioners who are interested in the discussion of current and future issues and challenges impacting the Asian Management as well as promoting and disseminating relevant, high quality research in the field of management. The journal has an established and long history of publishing quality research findings from researchers not only in the Asian region but also globally.