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Jurnal SINTA 1

Customer Satisfaction Analysis of Online Taxi Mobile Apps

Journal of Information Systems Engineering and Business Intelligence · Vol. 5 No. 1 (2019) · pp. 85–92

DOI
10.20473/jisebi.5.1.85-92
ISSN
2443-2555, 2598-6333
Published
2019-04-25
Publisher
Universitas Airlangga
Language
eng

Abstract

Background: High number of complaints that have been filed about the performance of online taxi services has prompted research on customer satisfaction factor analysis. Substantial research has addressed customer satisfaction factors in online taxi services, but none of them investigated the satisfaction in using the mobile apps.Objective: This study aims to find out the level of customer satisfaction and customer satisfaction factors in the online taxi mobile app services.Methods: This study is quantitative in nature, using questionnaires and purposive sampling method. The Customer Satisfaction Index (CSI) and Important-Performance Analysis (IPA) were used to determine the customer satisfaction factors, with the variables being route detection, connection, interaction, content, and service quality; as well as customer satisfaction, customer's complaint, and customer loyalty. The data was processed using SPSS software.Results: The results showed that the level of customer satisfaction was 76.117% and fell into Cause of Concern category. This means that the system performance did not meet customer expectations. The results also showed that the best three factors in online taxi mobile apps are route detection, interaction, and content quality. Meanwhile, the factors that caused customer dissatisfaction were connection and service quality. The variables that led to satisfaction need to be maintained and the variables that did not were in Quadrant 1.Conclusion: The customer satisfaction was low so it is advisable that the companies immediately take an action to improve their performance and revise their strategic planning. In doing so, they must prioritize the attributes which have the biggest gap because these are the ones that will improve customer satisfaction.

Keywords

Collaboration network of the authors

17 authors · 52 co-authorship links · 15 across different organisations

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  • Universitas Airlangga
  • Universiti Sains Islam Malaysia
  • National Research and Innovation Agency
  • Universiti Teknologi MARA
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Indra Kharisma RaharjanaUniversitas Airlangga3
Indah WerdiningsihUniversitas Airlangga1
Damar DananjayaAffiliation unknown1
Fadel HarrisUniversitas Airlangga1
Hadi Helmi Md ZurainiUniversiti Sains Islam Malaysia1
Waidah IsmailUniversiti Sains Islam Malaysia1
Rimuljo HendradiUniversitas Airlangga1
Badrus ZamanUniversitas Airlangga1
Eva HariyantiUniversitas Airlangga1
Taufik TaufikNational Research and Innovation Agency1
Faried EffendyUniversitas Airlangga1
Shukor Sanim Mohd FauziUniversiti Teknologi MARA1
Airlangga Dwi SatrioAffiliation unknown1
Vabela Dwi SeravinAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://e-journal.unair.ac.id/JISEBI/oai, first harvested 29 Okt 2026, last seen 29 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Customer Satisfaction Analysis of Online Taxi Mobile Apps</dc:title>
	<dc:creator>Justitia, Army</dc:creator>
	<dc:creator>Semiati, Rini</dc:creator>
	<dc:creator>Ayuvinda, Nadhila Ramadhini</dc:creator>
	<dc:subject xml:lang="en-US">Customer Satisfaction</dc:subject>
	<dc:subject xml:lang="en-US">Customer Satisfaction Index</dc:subject>
	<dc:subject xml:lang="en-US">Importance Performance Analysis</dc:subject>
	<dc:subject xml:lang="en-US">Online Taxi Mobile App</dc:subject>
	<dc:subject xml:lang="en-US">Strategic Planning</dc:subject>
	<dc:description xml:lang="en-US">Background: High number of complaints that have been filed about the performance of online taxi services has prompted research on customer satisfaction factor analysis. Substantial research has addressed customer satisfaction factors in online taxi services, but none of them investigated the satisfaction in using the mobile apps.Objective: This study aims to find out the level of customer satisfaction and customer satisfaction factors in the online taxi mobile app services.Methods: This study is quantitative in nature, using questionnaires and purposive sampling method. The Customer Satisfaction Index (CSI) and Important-Performance Analysis (IPA) were used to determine the customer satisfaction factors, with the variables being route detection, connection, interaction, content, and service quality; as well as customer satisfaction, customer's complaint, and customer loyalty. The data was processed using SPSS software.Results: The results showed that the level of customer satisfaction was 76.117% and fell into Cause of Concern category. This means that the system performance did not meet customer expectations. The results also showed that the best three factors in online taxi mobile apps are route detection, interaction, and content quality. Meanwhile, the factors that caused customer dissatisfaction were connection and service quality. The variables that led to satisfaction need to be maintained and the variables that did not were in Quadrant 1.Conclusion: The customer satisfaction was low so it is advisable that the companies immediately take an action to improve their performance and revise their strategic planning. In doing so, they must prioritize the attributes which have the biggest gap because these are the ones that will improve customer satisfaction.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Airlangga</dc:publisher>
	<dc:date>2019-04-25</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://e-journal.unair.ac.id/JISEBI/article/view/12054</dc:identifier>
	<dc:identifier>10.20473/jisebi.5.1.85-92</dc:identifier>
	<dc:source xml:lang="en-US">Journal of Information Systems Engineering and Business Intelligence; Vol. 5 No. 1 (2019): April; 85-92</dc:source>
	<dc:source>2443-2555</dc:source>
	<dc:source>2598-6333</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://e-journal.unair.ac.id/JISEBI/article/view/12054/7384</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Authors</dc:rights>
</oai_dc:dc>