What do customers really need in ride-hailing applications? signaling electronic service quality via E-CRM features

Tifanny Nabarian, Yudho Giri Sucahyo, Arfive Gandhi, Yova Ruldeviyani

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publication2019 4th International Conference on Information Technology, Information Systems and Electrical Engineering, ICITISEE 2019
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages511-516
Number of pages6
ISBN (Electronic)9781728151182
DOIs
Publication statusPublished - Nov 2019
Event4th International Conference on Information Technology, Information Systems and Electrical Engineering, ICITISEE 2019 - Yogyakarta, Indonesia
Duration: 20 Nov 201921 Nov 2019

Publication series

Name2019 4th International Conference on Information Technology, Information Systems and Electrical Engineering, ICITISEE 2019

Conference

Conference4th International Conference on Information Technology, Information Systems and Electrical Engineering, ICITISEE 2019
CountryIndonesia
CityYogyakarta
Period20/11/1921/11/19

Keywords

  • E-CRM features
  • E-SERVQUAL
  • Gig economy
  • PLS-SEM
  • Ride-hailing application

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