TY - GEN
T1 - What do customers really need in ride-hailing applications?
T2 - 4th International Conference on Information Technology, Information Systems and Electrical Engineering, ICITISEE 2019
AU - Nabarian, Tifanny
AU - Sucahyo, Yudho Giri
AU - Gandhi, Arfive
AU - Ruldeviyani, Yova
N1 - Publisher Copyright:
© 2019 IEEE.
PY - 2019/11
Y1 - 2019/11
N2 - Fierce competition on ride-hailing applications in Indonesia encourages the development of the application that is not only reliable but also has to be customer-oriented. In the context of gig economy, customers consist of clients and gig workers. Lack of customer engagement can reduce competitiveness, images, and profit. In 2017, Indonesian Consumers Foundation exposed that 13 percent ride-hailing customer's disappointment was caused by the application. This research evaluated Electronic Customer Relationship Management (E-CRM) features in ride-hailing applications, and then found out if those affect electronic service quality (ESERVQUAL); in other words, it is about customers' perception. Data analysis was conducted using Partial Least Square Structural Equation Modelling (PLS-SEM) method with the total number of valid responses processed was 204 respondents. The results implied that navigation, privacy and security, online community, and customer service are the E-CRM features that are really needed by the customers. By knowing the results, the researchers want to show the asymmetry signal between the providers and customers' perception. Thus, it can lead providers to develop better E-CRM features in ride-hailing application and conquering the customers' dissatisfactions in the context of gig economy.
AB - Fierce competition on ride-hailing applications in Indonesia encourages the development of the application that is not only reliable but also has to be customer-oriented. In the context of gig economy, customers consist of clients and gig workers. Lack of customer engagement can reduce competitiveness, images, and profit. In 2017, Indonesian Consumers Foundation exposed that 13 percent ride-hailing customer's disappointment was caused by the application. This research evaluated Electronic Customer Relationship Management (E-CRM) features in ride-hailing applications, and then found out if those affect electronic service quality (ESERVQUAL); in other words, it is about customers' perception. Data analysis was conducted using Partial Least Square Structural Equation Modelling (PLS-SEM) method with the total number of valid responses processed was 204 respondents. The results implied that navigation, privacy and security, online community, and customer service are the E-CRM features that are really needed by the customers. By knowing the results, the researchers want to show the asymmetry signal between the providers and customers' perception. Thus, it can lead providers to develop better E-CRM features in ride-hailing application and conquering the customers' dissatisfactions in the context of gig economy.
KW - E-CRM features
KW - E-SERVQUAL
KW - Gig economy
KW - PLS-SEM
KW - Ride-hailing application
UR - http://www.scopus.com/inward/record.url?scp=85083457429&partnerID=8YFLogxK
U2 - 10.1109/ICITISEE48480.2019.9003778
DO - 10.1109/ICITISEE48480.2019.9003778
M3 - Conference contribution
AN - SCOPUS:85083457429
T3 - 2019 4th International Conference on Information Technology, Information Systems and Electrical Engineering, ICITISEE 2019
SP - 511
EP - 516
BT - 2019 4th International Conference on Information Technology, Information Systems and Electrical Engineering, ICITISEE 2019
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 20 November 2019 through 21 November 2019
ER -