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What makes consumers attitudinal loyalty on ride-hailing services? An investigation Indonesian consumers’ perceived safety in using ride-hailing apps
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Ride-hailing services are a component of the transportation system in many developing countries due to limi
tations in public transportation services. However, incidents still often occur that are detrimental to passenger
safety. Therefore, this research aims to analyze the impact of service quality and perceived safety on passenger
satisfaction and attitudinal loyalty in ride-hailing services. This research is quantitative with a data collection
method using a questionnaire distributed online to 499 service users in nine major cities in Indonesia using a
purposive sampling technique. Survey data were analyzed using the partial least squares-structural equation
modeling (PLS-SEM) method. This research proves that ride-hailing service quality positively affects passengers’
perceived safety, satisfaction, and attitudinal loyalty. Perceived safety positively affects the satisfaction and
attitudinal loyalty of passengers. Finally, satisfaction has a positive effect on passenger attitudinal loyalty. This
research contributes that fostering a sense of security is crucial for the ride-hailing industry because it can
determine satisfaction and loyalty in ride-hailing services.
Keywords: Ride-hailing service quality; Perceived safety; Satisfaction; Attitudinal loyalty
Prasadja Ricardianto - Personal Name
Edhie Budi Setiawan - Personal Name
Ridho Bramulya Ikhsan - Personal Name
Abdullah Ade Suryobuwono - Personal Name
Efendhi Prih Raharjo - Personal Name
Rezha Rahandi - Personal Name
Dedy Cahyadi - Personal Name
Edhie Budi Setiawan - Personal Name
Ridho Bramulya Ikhsan - Personal Name
Abdullah Ade Suryobuwono - Personal Name
Efendhi Prih Raharjo - Personal Name
Rezha Rahandi - Personal Name
Dedy Cahyadi - Personal Name
NONE
electronic file
Journal of Open Innovation
2024
Journal of Open Innovation: Technology, Market, and Complexity 10 (2024) 100306
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