Systematic Literature Review Kepuasan Pelanggan terhadap Jasa Transportasi Online

Abstract

Advances in information technology are being utilized by transportation service providers to develop their business, called online transportation. In order to compete with other online transportation service providers, businesses continue to increase the satisfaction of their customers. Currently there are many studies examining factors that influence customer satisfaction. So it needs a review of journal papers that discuss customer satisfaction online transportation. The method used in this research is Systematic Literature Review (SLR) for journal papers published from 2016-2019. There are three Research Questions (RQ) set in this study. The final results obtained from this study are applications that are widely researched, namely Go-Jek and Grab, data collection techniques used are questionnaires with the most respondents used by as many as 100 people and the factors that most influence on customer satisfaction is service quality. The results obtained in this study are expected to provide information so that business operators providing online transportation services continue to improve the quality of their services thereby increasing customer satisfaction resulting in reuse of these services.