{"id":"https://openalex.org/W2941080331","doi":"https://doi.org/10.31695/ijasre.2019.33166","title":"The Relationship between Customer Satisfaction and Loyalty: Evidence on Online Transportation Services in Indonesia","display_name":"The Relationship between Customer Satisfaction and Loyalty: Evidence on Online Transportation Services in Indonesia","publication_year":2019,"publication_date":"2019-01-01","ids":{"openalex":"https://openalex.org/W2941080331","doi":"https://doi.org/10.31695/ijasre.2019.33166","mag":"2941080331"},"language":"en","primary_location":{"id":"doi:10.31695/ijasre.2019.33166","doi":"https://doi.org/10.31695/ijasre.2019.33166","is_oa":true,"landing_page_url":"https://doi.org/10.31695/ijasre.2019.33166","pdf_url":"https://ijasre.net/index.php/ijasre/article/download/205/256","source":{"id":"https://openalex.org/S4210211939","display_name":"International Journal of Advances in Scientific Research and Engineering","issn_l":"2454-8006","issn":["2454-8006"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Advances in Scientific Research and Engineering","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ijasre.net/index.php/ijasre/article/download/205/256","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5008411961","display_name":"Ady Widjaja","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ady Widjaja","raw_affiliation_strings":["Doctoral Program in Economic Science"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Doctoral Program in Economic Science","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039706978","display_name":"Widji Astuti","orcid":"https://orcid.org/0000-0001-8941-0329","observed_orcids":["https://orcid.org/0000-0001-8941-0329"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Widji Astuti","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5014707088","display_name":"Abdul Halim Manan","orcid":"https://orcid.org/0000-0003-3299-0662","observed_orcids":["https://orcid.org/0000-0003-3299-0662"]},"institutions":[{"id":"https://openalex.org/I4210108175","display_name":"Universitas Merdeka Malang","ror":"https://ror.org/01rtkeb16","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210108175"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Abdul Manan","raw_affiliation_strings":["Faculty Economics and Business University of Merdeka Malang Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty Economics and Business University of Merdeka Malang Indonesia","institution_ids":["https://openalex.org/I4210108175"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.5892,"has_fulltext":true,"cited_by_count":29,"citation_normalized_percentile":{"value":0.90762319,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"5","issue":"4","first_page":"214","last_page":"222"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9843999743461609,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9843999743461609,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.008299999870359898,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.002099999925121665,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/online-transportation-services","display_name":"online transportation services","score":0.953000009059906},{"id":"https://openalex.org/keywords/ride-hailing","display_name":"ride-hailing","score":0.8109999895095825},{"id":"https://openalex.org/keywords/gojek","display_name":"Gojek","score":0.9399999976158142},{"id":"https://openalex.org/keywords/two-wheeled-vehicles","display_name":"two-wheeled vehicles","score":0.7900000214576721},{"id":"https://openalex.org/keywords/mobile-application","display_name":"mobile application","score":0.41499999165534973},{"id":"https://openalex.org/keywords/ridesharing","display_name":"ride-sharing","score":0.414000004529953},{"id":"https://openalex.org/keywords/indonesia","display_name":"Indonesia","score":0.515999972820282}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6912887692451477},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6462040543556213},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6247430443763733},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.5792741775512695},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5686911344528198},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5433933734893799},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4853745698928833},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.4701070189476013},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.38572168350219727},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2748384475708008}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.31695/ijasre.2019.33166","doi":"https://doi.org/10.31695/ijasre.2019.33166","is_oa":true,"landing_page_url":"https://doi.org/10.31695/ijasre.2019.33166","pdf_url":"https://ijasre.net/index.php/ijasre/article/download/205/256","source":{"id":"https://openalex.org/S4210211939","display_name":"International Journal of Advances in Scientific Research and Engineering","issn_l":"2454-8006","issn":["2454-8006"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Advances in Scientific Research and Engineering","raw_type":"journal-article"},{"id":"pmh:oai:ojs2.ijagri.org:article/205","doi":null,"is_oa":true,"landing_page_url":"https://ijasre.net/index.php/index/article/view/205","pdf_url":null,"source":{"id":"https://openalex.org/S4210211939","display_name":"International Journal of Advances in Scientific Research and Engineering","issn_l":"2454-8006","issn":["2454-8006"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2454-8006","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.31695/ijasre.2019.33166","doi":"https://doi.org/10.31695/ijasre.2019.33166","is_oa":true,"landing_page_url":"https://doi.org/10.31695/ijasre.2019.33166","pdf_url":"https://ijasre.net/index.php/ijasre/article/download/205/256","source":{"id":"https://openalex.org/S4210211939","display_name":"International Journal of Advances in Scientific Research and Engineering","issn_l":"2454-8006","issn":["2454-8006"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Advances in Scientific Research and Engineering","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.5378999710083008,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2941080331.pdf","grobid_xml":"https://content.openalex.org/works/W2941080331.grobid-xml"},"referenced_works_count":6,"referenced_works":["https://openalex.org/W1965574139","https://openalex.org/W1979907230","https://openalex.org/W2057023890","https://openalex.org/W2316873997","https://openalex.org/W3209185227","https://openalex.org/W6795444144"],"related_works":["https://openalex.org/W7131220605","https://openalex.org/W7220781309","https://openalex.org/W7220290764","https://openalex.org/W4407579831","https://openalex.org/W4386123717","https://openalex.org/W3168278796","https://openalex.org/W4285319585","https://openalex.org/W2895377345","https://openalex.org/W7219189837","https://openalex.org/W4385371132"],"abstract_inverted_index":{"Need":[0],"a":[1,12,44,68,88,92,97,141],"vehicle":[2,27],"that":[3],"can":[4,129],"deliver":[5],"the":[6,25,33,36,39,58,65,81,103,106,110,115,119,124,127,134,146,149,157],"intended":[7],"to":[8,32,56,67,102],"place":[9],"someone":[10,76],"in":[11,35,118],"fast":[13],"and":[14,19,63,91,121,126,143],"safe":[15],"is":[16,20,28,43],"very":[17],"important":[18],"increasing":[21],"lately.":[22],"The":[23,108],"useof":[24],"two-wheeled":[26],"an":[29],"appropriate":[30],"alternative":[31],"congestion":[34],"Centre":[37],"of":[38,105,148,159],"drive.":[40],"PT.":[41,166],"GOJEK":[42,59,167],"company":[45],"which":[46,137],"provides":[47],"services":[48],"for":[49,75,145],"delivering":[50],"customer-driven":[51],"applications.":[52],"Customers":[53],"who":[54,77],"want":[55],"use":[57],"service":[60],"should":[61,139],"firstdownload":[62],"install":[64],"application":[66,71,82],"smartphone.":[69],"This":[70,152],"makes":[72],"it":[73],"easy":[74],"needs":[78],"transportation":[79],"totravel,":[80],"will":[83,100,122,154,161],"then":[84],"be":[85],"connected":[86],"with":[87],"taxi":[89,93,98,111,142],"driver":[90,94],"online.":[95],"Then":[96],"online":[99,112],"come":[101],"location":[104,117],"caller.":[107],"caller":[109,128],"already":[113],"gives":[114],"destination":[116],"applications":[120],"calculate":[123],"cost":[125],"consider":[130],"those":[131],"costs.":[132],"Unlike":[133],"Ojek":[135],"base,":[136],"we":[138],"approach":[140],"ask":[144],"price":[147],"targeted":[150],"destination.":[151],"research":[153],"examine":[155],"whether":[156],"satisfaction":[158],"customers":[160],"affect":[162],"customer":[163],"loyalty":[164],"at":[165],"Indonesia.":[168]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2019-05-03T00:00:00"}
