Resumen de Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty

Wira Pramana Putra, Ratih Hendayani, Riski Taufik Hidayah

• Purpose:  The purpose of this study was to identify the factors that influence customer loyalty to indrive application users in the city of Bandung, Indonesia using IPMA analysis on SmartPLS   Theoretical framework:   This research is a development of theoretical aspects of the online transportation industry in Indonesia which consists of app design and trust variables as moderator variables between e-service quality and customer satisfaction. Then there is price, value for money and perceived quality which affect customer satisfaction, and customer satisfaction will affect customer loyalty.

    Design/methodology/approach:  This study uses a quantitative method with data sources derived from surveys through the distribution of online questionnaires to 160 inDrive application users. The data analysis technique used is SEM-PLS and IPMA Analysis using SmartPLS software.

    Findings:   Customer satisfaction is the variable that most influences customer loyalty of inDrive application users in Bandung based on IPMA Analysis, because it has the highest performance value when compared to other variables   Research, Practical & Social implications:   InDrive management must pay attention to customer satisfaction for each inDrive application user in the city of Bandung in order to achieve, maintain the consistency and sustainability of the inDrive company in the city of Bandung to maintain customer loyalty.

    Originality/value:  The study is the first study conducted to analyze the factors that influence customer loyalty in indrive application users in the Bandung City, Indonesia, so that it can be a reference and additional reference on academic knowledge and managerial aspects.