Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung (doi:10.34820/FK2/YMFHAI)

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Part 1: Document Description
Part 2: Study Description
Part 3: Data Files Description
Part 4: Variable Description
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Document Description
Citation
Title:	Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung
Identification Number:	doi:10.34820/FK2/YMFHAI
Distributor:	Telkom University Dataverse
Date of Distribution:	2022-03-31
Version:	1
Bibliographic Citation:	SURYAWARDANI, BETHANI, 2022, "Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung", https://doi.org/10.34820/FK2/YMFHAI, Telkom University Dataverse, V1, UNF:6:bl1WIdlk0l9OeLmxIg7kFg== [fileUNF]
Study Description
Citation
Title:	Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung
Identification Number:	doi:10.34820/FK2/YMFHAI
Authoring Entity:	SURYAWARDANI, BETHANI (Telkom University)
Distributor:	Telkom University Dataverse
Access Authority:	SURYAWARDANI, BETHANI
Depositor:	SURYAWARDANI, BETHANI
Date of Deposit:	2022-03-31
Study Scope
Keywords:	Business and Management, Marketing
Abstract:	This study was aimed to find out which factors that become the most influence on customers switching behavior for online transportation and how the impact on their satisfaction and loyalty for future con-sumption. Transportation service is one of the service industry sectors that play a strategic role in human life. The intense competition in the online transportation industry and the various choice of brands in the market make the consumers easy to switch from their current product to other brand products. The research method used in this study was a quantitative method, with Structural Equation Modeling (SEM) analysis technique using SMART PLS 2.0 software. The sampling method used was accidental sampling with 400 respondents. The results of the study showed that the contribution of price, promotion and e-service quality simultaneously influenced on which directly affected customer satisfaction was 64.9%. Whereas, the results of the study also showed the contribution of price, promotion, e-service quality and customer satisfaction simultaneously influenced on which directly affected customer loyalty was 48.3%. E-service quality has the biggest impact on customer satisfaction by 30.69%; meanwhile, promotion has the biggest impact on loyalty by 3.17%.
Methodology and Processing
Sources Statement
Data Access
Notes:	CC0 Waiver
Other Study Description Materials
File Description--f4922
File: Questionnaire Customer Switching.tab
	Number of cases: 209 No. of variables per record: 20 Type of File: text/tab-separated-values
Notes:	UNF:6:bl1WIdlk0l9OeLmxIg7kFg==
Variable Description
List of Variables:	FDH1 - FDH1 FDH2 - FDH2 FDH3 - FDH3 FDH4 - FDH4 FDP1 - FDP1 FDP2 - FDP2 FDP3 - FDP3 FDSQ1 - FDSQ1 FDSQ2 - FDSQ2 FDSQ3 - FDSQ3 FDSQ4 - FDSQ4 FDSQ5 - FDSQ5 FDSQ6 - FDSQ6 CS1 - CS1 CS2 - CS2 CS3 - CS3 CL1 - CL1 CL2 - CL2 CL3 - CL3 CL4 - CL4
Variables
FDH1
f4922 Location:	Summary Statistics: Valid 209.0; Max. 4.0; StDev 0.6757334923387953; Mean 3.138755980861244; Min. 1.0; Variable Format: numeric Notes: UNF:6:RgsUXXFJQV45ewp8tB/4hw==
FDH2
f4922 Location:	Summary Statistics: Min. 1.0; StDev 0.6493109509922; Mean 3.1435406698564594; Max. 4.0; Valid 209.0; Variable Format: numeric Notes: UNF:6:VNU/hHeReqHzJvjccDquJg==
FDH3
f4922 Location:	Summary Statistics: Valid 209.0; StDev 0.73081523594607; Mean 3.1818181818181817; Min. 1.0; Max. 4.0 Variable Format: numeric Notes: UNF:6:RmPC7/K49Nn33fEXfLe0pw==
FDH4
f4922 Location:	Summary Statistics: Mean 3.200956937799043; StDev 0.6488147796783292; Min. 1.0; Valid 209.0; Max. 4.0 Variable Format: numeric Notes: UNF:6:F3T+F2MiYogSjS3WYZHzMQ==
FDP1
f4922 Location:	Summary Statistics: StDev 0.6435818863678522; Max. 4.0; Mean 3.4784688995215314; Valid 209.0; Min. 1.0 Variable Format: numeric Notes: UNF:6:ceZFxLH/phPMcXibfcyPvg==
FDP2
f4922 Location:	Summary Statistics: Valid 209.0; Mean 3.325358851674641; StDev 0.6998475042894787; Max. 4.0; Min. 1.0 Variable Format: numeric Notes: UNF:6:2hKhBqLf1wQR8cNVClVrqA==
FDP3
f4922 Location:	Summary Statistics: Valid 209.0; Mean 3.3014354066985647; StDev 0.6504790002005264; Max. 4.0; Min. 1.0; Variable Format: numeric Notes: UNF:6:RvTWO+INahKgIUbdesnzRw==
FDSQ1
f4922 Location:	Summary Statistics: StDev 0.6029463909722458; Valid 209.0; Mean 3.555023923444976; Min. 2.0; Max. 4.0 Variable Format: numeric Notes: UNF:6:XjGDG64W2BYZ32pWfoEN0Q==
FDSQ2
f4922 Location:	Summary Statistics: Max. 4.0; Mean 3.3157894736842106; StDev 0.6398538547712179; Min. 2.0; Valid 209.0 Variable Format: numeric Notes: UNF:6:oRDfh/sgtp5F6ypCCCjMXA==
FDSQ3
f4922 Location:	Summary Statistics: Max. 4.0; Mean 3.1387559808612435; StDev 0.736989968864466; Min. 1.0; Valid 209.0; Variable Format: numeric Notes: UNF:6:7x29Jd0cUdgZkFsWfE3gJQ==
FDSQ4
f4922 Location:	Summary Statistics: Min. 1.0; Mean 3.028708133971292; StDev 0.7332349004325739; Max. 4.0; Valid 209.0 Variable Format: numeric Notes: UNF:6:mr2KRjJbs/VA3S4X5mTLvw==
FDSQ5
f4922 Location:	Summary Statistics: StDev 0.6593653052862553; Max. 4.0; Valid 209.0; Min. 1.0; Mean 3.22488038277512; Variable Format: numeric Notes: UNF:6:EUeotUbs0kKr4pEITwQpqw==
FDSQ6
f4922 Location:	Summary Statistics: Valid 209.0; Mean 3.464114832535885; Min. 1.0; Max. 4.0; StDev 0.6354165095401965; Variable Format: numeric Notes: UNF:6:XLsDIpjElx1TW+PQ5XH0dg==
CS1
f4922 Location:	Summary Statistics: Max. 4.0; Mean 3.3684210526315788; Min. 1.0; Valid 209.0; StDev 0.6148466778368114; Variable Format: numeric Notes: UNF:6:pMEk2ziBbt6e5Nb0aylGlQ==
CS2
f4922 Location:	Summary Statistics: Mean 3.2966507177033493; Valid 209.0; StDev 0.618651042989722; Max. 4.0; Min. 1.0; Variable Format: numeric Notes: UNF:6:tDQ9NWj/DrJtA3HhNURCug==
CS3
f4922 Location:	Summary Statistics: StDev 0.594532505016783; Max. 4.0; Mean 3.3205741626794256; Valid 209.0; Min. 2.0; Variable Format: numeric Notes: UNF:6:s5KS2fP3VgcepTfM3krj5A==
CL1
f4922 Location:	Summary Statistics: Min. 1.0; StDev 0.745801646346922; Max. 4.0; Mean 3.0382775119617222; Valid 209.0 Variable Format: numeric Notes: UNF:6:hSSQooLRyX2RQv/SuFyuHA==
CL2
f4922 Location:	Summary Statistics: Min. 1.0; Max. 4.0; StDev 0.6666858358181388; Valid 209.0; Mean 3.0861244019138763 Variable Format: numeric Notes: UNF:6:UqHuybfirudv5RdmPMMnog==
CL3
f4922 Location:	Summary Statistics: Valid 209.0; Mean 3.2344497607655507; Min. 2.0; Max. 4.0; StDev 0.6486374836565267 Variable Format: numeric Notes: UNF:6:qVhGGsAzuS4OCWbIkbhAUA==
CL4
f4922 Location:	Summary Statistics: Min. 1.0; StDev 0.7924294441759833; Valid 209.0; Max. 4.0; Mean 3.043062200956938 Variable Format: numeric Notes: UNF:6:XScQ2Cv1oIETYaEFjhUxKw==