The Relationship between Customer Satisfaction and Loyalty: Evidence on Online Transportation Services in Indonesia

Abstract

Need a vehicle that can deliver the intended to place someone in a fast and safe is very important and is increasing lately. The use
of the two-wheeled vehicle is an appropriate alternative to the congestion in the Centre of the drive. PT. GOJEK is a company which provides services for delivering customer-driven applications. Customers who want to use the GOJEK service should first
download and install the application to a smartphone. This application makes it easy for someone who needs transportation to
travel, the application will then be connected with a taxi driver and a taxi driver online. Then a taxi online will come to the location of the caller. The caller the taxi online already gives the destination location in the applications and will calculate the cost and the caller can consider those costs. Unlike the Ojek base, which we should approach a taxi and ask for the price of the targeted destination. This research will examine whether the satisfaction of customers will affect customer loyalty at PT. GOJEK Indonesia.