Building customer retention in on-line transportation

• Autorzy: Simarmata J. , Ikhsan R. B.

Identyfikatory

DOI

10.17512/pjms.2017.15.2.21

Warianty tytułu

PL

Budowanie relacji z klientem w transporcie on-line

• Języki publikacji: EN

Abstrakty

EN

Customer retention emphasizes on the marketer’s activities to retain customers. Customer retention is the form of loyalty related to the behavior measured on the consumer purchase behavior indicated by the high frequency of buying a service, so that the company which wants to know the level of customer retention must see the customer behavior in using its service. This study describes the results of survey on on-line transportation service, namely Gojek, Grab, and Uber in Jakarta, Bandung and Medan. The research methodology uses a survey on 400 users of on-line transportation service and refers to customer retention modelling. The essence of this research is that customer behavioral intention on the on-line transportation service will determine whether they are retained or not based on the customer characteristics and the perception of service employee’s orientation to customer. Furthermore, the findings in this research indicate that consumer’s behavioral intention becomes necessary to be studied by business players in on-line transportation.

PL

Utrzymanie klienta podkreśla działania marketingowe mające na celu zatrzymanie klientów. Utrzymanie klientów, to forma lojalności związana z zachowaniem mierzonym na podstawie zachowania kupujących konsumentów, wskazanym przez wysoką częstotliwość zakupu usługi, a więc firma, która chce poznać poziom utrzymania klienta, musi widzieć zachowanie klienta w korzystaniu z usługi. W niniejszym opracowaniu przedstawiono wyniki badania usług transportowych on-line: Gojek, Grab i Uber w Dżakarcie, Bandung i Medan. Próbę stanowi 400 użytkowników usługi transportowej on-line, metodologia badawcza wykorzystuje kwestionariusz ankiety i odnosi się ona do modelowania zachowań klientów. Istotą niniejszych badań jest to, że intencja behawioralna klienta w usłudze transportowej on-line określi, czy są zachowane, czy nie, w oparciu o charakterystykę klienta i postrzeganie orientacji pracownika usługi na klienta. Ponadto wnioski z niniejszych badań wskazują, że intencja behawioralna konsumenta staje się konieczna do przebadania przez osoby zajmujące się biznesem w transporcie on-line.

Słowa kluczowe

EN

customer retention; customer behavior; service employee’s orientation to customer; customer characteristics; on-line transportation

PL

utrzymanie klienta; zachowania klientów; orientacja pracownika serwisu na klienta; cechy klienta; transport on-line

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2017
• Tom: Vol. 15, No. 2
• Strony: 229--239
• Opis fizyczny: Bibliogr. 47 poz., rys., tab.

Twórcy

autor

Simarmata J.

• STMT Trisakti, Institute of Transport Management Jakarta, Indonesia

autor

Ikhsan R. B.

• Bina Nusantara University, Binus Online Learning, Indonesia

Bibliografia

• 1. Ambak K., Kasvar K.K., Daniel B.D., Prasetijo J., Ghani A.R.A., 2016, Behavioral Intention to Use Public Transport Based on Theory of Planned Behavior, MATEC Web of Conferences.
• 2. Argyle M., Kendon A., 1967, The experimental analysis of social performance, “Advances in experimental social psychology”, 3.
• 3. Bloemer J., De Ruyter K., 1998, On the relationship between store image, store satisfaction and store loyalty, “European Journal of Marketing”, 32(5/6).
• 4. Bloemer J.M., Kasper H.D., 1995, The complex relationship between consumer satisfaction and brand loyalty, “Journal of economic psychology”, 16(2).
• 5. Bowen J.T., Chen S.L., 2001, The relationship between customer loyalty and customer satisfaction, “International Journal of Contemporary Hospitality Management”, 13(5).
• 6. Brady M.K., Cronin Jr.J.J., Hult G.T.M., 2000, Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments, “Journal of Retailing”, 76(2).
• 7. Brown T.J., Mowen J.C., Donavan D.T., Licata J.W., 2002, The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings, “Journal of Marketing Research”, 39(1).
• 8. Climis R., 2016, Factors Affecting Customer Retention in the Airline Industry, “Journal of Management and Business Administration”, 24.
• 9. Cranage D., 2004, Plan to do it right: and plan for recovery, “International Journal of Contemporary Hospitality Management”, 16(4).
• 10. Dabholkar P.A., Shepherd C.D., Thorpe D.I., 2000, A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study, “Journal of Retailing”, 76(2).
• 11. Desai K.K., Mahajan V., 1998, Strategic Role of Affect-Based Attitudes in the Acquisition, Development, and Retention of Customers, “Journal of Business Research”, 42(3).
• 12. Dick A.S., Basu K., 1994, Customer loyalty: Toward an integrated conceptual framework, “Journal of the Academy of Marketing Science”, 22(2).
• 13. Donavan D.T., Brown T.J., Mowen J.C., 2004, Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors, “Journal of Marketing”, 68(1).
• 14. Durukan T., Bozaci I., 2011, The role of individual characteristics on customer loyalty, “International Journal of Business and Social Science”, 2(23).
• 15. Dwyer F.R., Tanner J.F., 2002, Business marketing: Connecting strategy, relationships, and learning, McGraw-Hill New York.
• 16. Ennew C.T., Binks M.R., 1996, The impact of service quality and service relationship characteristics on customer retention: small business and 115 their banks in The UK, “British Journal of Management”, 7.
• 17. Evans M., Jamal A., Foxall G., 2009, Consumer Behaviour, Uppl. 2. Chichester NH, John Wiley & Sons Ltd.
• 18. Flavell J.H., Botkin P., Fry C., Wright J., Jarvis P., 1968, The development of role-taking and communications skills in children, New York: Wiley, 10.
• 19. Fornell C., Larcker D.F., 1981, Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, “Journal of marketing research”, 18(1).
• 20. Hallowell R., 1996, The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study, “International Journal of Service Industry Management”, 7(4).
• 21. Hennig‐Thurau T., 2004, Customer orientation of service employees, “International Journal of Service Industry Management”, 15(5).
• 22. Hennig‐Thurau T., Klee A., 1997, The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development, “Psychology and Marketing”, 14(8).
• 23. Hennig‐Thurau T., Thurau C., 2003, Customer orientation of service employees - Toward a conceptual framework of a key relationship marketing construct, “Journal of Relationship Marketing”, 2(1-2).
• 24. Heskett J.L., Schlesinger L., 1994, Putting the service-profit chain to work, Harvard Business Review, 72(2).
• 25. Jaworski B.J., Kohli A.K., 1993, Market Orientation: Antecedents and Consequences, “Journal of Marketing”, 57(3).
• 26. Kelley S., 1992, Developing customer orientation among service employees, “Journal of the Academy of Marketing Science”, 20(1).
• 27. Kotler P., Armstrong G., 2012, Principles of Marketing, Global Edition, (14th ed.), Pearson Education.
• 28. Kotler P., Keller K.L., 2011, Marketing Management (14th ed.), Pearson Prentice Hall.
• 29. Lai W.T., Chen C.F., 2011, Behavioral intentions of public transit passengers - The roles of service quality, perceived value, satisfaction and involvement, “Transport Policy”, 18(2).
• 30. Liu R.R., McClure P., 2001, Recognizing cross-cultural differences in consumer complaint behavior and intentions: an empirical examination, “Journal of Consumer Marketing”, 18(1).
• 31. Lovelock C.H., Wright L., 1999, Principles of Service Marketing and Management, Prentice Hall.
• 32. Mead G.H., 1934, Mind, self and society, Chicago University of Chicago Press, 111.
• 33. Mohammad A.H., Tony W., Leonce N., 2009, The relationship between service quality and retention within the automated and traditional contexts of retail banking, “Journal of Service Management”, 20(4).
• 34. Mowen J.C., Minor M., 1998, Consumer Behavior, Prentice-Hall.
• 35. Narver J.C., Slater S.F., 1990, The Effect of a Market Orientation on Business Profitability, “Journal of Marketing”, 54(4).
• 36. Ngai E.W., Heung V.C., Wong Y., Chan F.K., 2007, Consumer complaint behaviour of Asians and non-Asians about hotel services: an empirical analysis, “European Journal of Marketing”, 41(11/12).
• 37. Oliver R.L., 1999, Whence consumer loyalty?, “Journal of Marketing”, 63.
• 38. Oly Ndubisi N., Sinti Q., 2006, Consumer attitudes, system’s characteristics and internet banking adoption in Malaysia, “Management Research News”, 29(1/2).
• 39. Parasuraman A., Zeithaml V.A., Berry L.L., 1988, SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, “Retailing: critical concepts”, 64(1).
• 40. Peterson R.A., 1995, Relationship marketing and the consumer, “Journal of the Academy of Marketing Science”, 23(4).
• 41. Reichheld F.F., 2003, The one number you need to grow, “Harvard Business Review”, 81(12).
• 42. Schiffman L.G., Kanuk L.L., 2000, Consumer behavior, 7th. NY, Prentice Hall.
• 43. Solomon M., Russell-Bennett R., Previte J., 2012, Consumer behavior, Pearson Higher Education AU.
• 44. Spreitzer G.M., 1995, Psychological Empowerment in the Workplace: Dimensions, Measurement, and Validation, “Academy of Management Journal”, 38(5).
• 45. Turban E., King D., Lee J., Viehland D., 2004, Electronic Commerce - A managerial Perspective, 3rd Edition.
• 46. Zeithaml V.A., Berry L.L., Parasuraman A., 1996, The Behavioral Consequences of Service Quality, “Journal of Marketing”, 60(2).
• Internet sources:
• 47. Bowen D.E., Lawler III E.E., 1995, Empowering Service Employees, “Retrieved Pebruari”, 2, http://sloanreview.mit.edu/article/empowering-service-employees/

Uwagi

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2018).