Faktor-faktor Yang Mempengaruhi Niat Pengguna Untuk Mendukung Perbaikan Kebijakan Taksi Online

Abstract

Online-taxi are welcome as a new way in transportation. As a newcomer, there are still many weaknesses, particularly in service standard’s policy, causing passenger negative experiences. In order to minimize the issue, these study about improvement of online taxi policies was held. This research aims to analyzing the factors affecting user to support the improvement of online taxi policies according to passengers in Surabaya in Indonesia. Structural Equation Modelling-Partial Least Squares (SEM-PLS) was applied to estimate the relationship of research model. The results showed that the utilized mobile application, experience using an online taxi, and online taxi performance gave positive and significant influence to passenger satisfaction, where online taxi performance had the most positive and significant influence on passenger satisfaction. Next from the SEM-PLS method found that passenger satisfaction, positively and significant influencing the passenger intend to support the improvement of online taxi policies. Furthermore, the more positive passenger satisfaction the more positive the passengers support in online taxi policies improvement support the improvement of online taxi policies.