International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020


IJSTR >> Volume 9 - Issue 4, April 2020 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

Relationship Analysis Of Motivation And Customer Satisfaction On Services Quality Aspect For Online Transportation

[Full Text]



Heru Kreshna Reza, Sukmo Hadi Nugroho



Customer Satisfaction, Service Quality, Motivation, Online Transportation.



This study aims to determine the influences of motivation and customer satisfaction on the quality of the online transportation services at Surabaya city. The subjects in this study were representatives of GrabTaxi driver-partners and representatives of GrabTaxi passengers. The technique of determining the sources in this study was using purposive sampling. The method of data collection conducts field studies through questionnaires and interviews. The data analysis technique used in this study is the Structural Equation Model (SEM). This study also uses the data validity test and reliability test in the form of Goodness of Fit and Construct Reliability. The results of this study indicate that there is significant influence between quality of online transportation services, with several factors : (1) The recruitment process of drivers, (2) Reasons for working drivers, (3) Performance Assessment of drivers, (4) Customer satisfaction, and (5) Motivation implications of drivers. This study also produces a weight priority value on the motivational variable of online transportation, (1) The Sustainability Aspect 0.176, (2) The Contributing of Value 0.197, (3) Appreciating creativity 0.145, (3) Growing inclusiveness 0.180, (4) Ethical principles aspect 0.152, and (5) Aspect of Passion 0.150, as a mutually influential of systems in the quality of online transportation services.



[1] Elassy, N. 2013. The concepts of quality, quality assurance and quality enhancement. Quality Assurance in Education, Vol. 23 No. 3, 2015, 250-261.
[2] Jiradilok, T., Malisuwan, S., Madan, N., & Sivaraks, J. 2014. The Impact of Pelanggan Satisfaction on Online Purchasing: A Case Study Analysis in Thailand. Journal of Economics, Business, and Management, Vol. 2, No. 1.
[3] Hair JF, Black WC, Babin BJ, Anderson RE and R. Tatham, 2010, Multivariate Data Analysis, (17th ed.): Prentice-Hall, New Jersey.
[4] Kotler, P., Keller, K.L. 2012. Marketing Management, Edisi 14. New Jersey: Prentice-Hall.
[5] Moghadam, S.M., Azma, F., Rezaei, S.H. 2016. The Relationship Between Workplace Motivasiity and Service Quality With Teachers Organizational Commitment International Journal of New Studies in Management Research, 2016, Vol. 1, Issue 4, pp. 171- 178.
[6] Neuman, W. Lawrence, 2003. Basics of Social Research: Qualitative and Quantitative Approaches, Boston: Pearson Education Inc.
[7] Rhodes, Y Kent, 2006, Six Components of a Model for Workplace Motivasiity. 6 Volume 9 Issue 2.
[8] Saghier, N.M. 2015. Managing Service Quality: Dimensions of service quality: a study in Egypt. International Journal of African and Asian Studies, Vol.9, 2015, 56-64.
[8] Silvestri, B., Aquilani, B., Ruggieri, A. 2017. Service Quality and satisfaction in thermal tourism, The TQM Journal, Vol. 29 Issue 1 pp. 55 – 81.
[9] Suharyo O.S., Djauhar Manfaat, Haryo D Armono, 2017, Establishing the Location of Naval Base Using Fuzzy MCDM and Covering Technique Methods: A Case Study, International Journal of Operations and Quantitative Management, IJOQM, Vol. 23, Issue 1, pp 61-87.
[10] Susilo A.K, Ahmadi, Suharyo O.S., Pratisna P., 2017, Applied of Impressed Current Cathodic Protection Design For Fuel Pipeline Network at Naval Base, Iranian Journal of Materials Science and Engineering, Vol. 14 Issue 2 pp. 41-53.
[9] Zeithaml, V.A., Bitner, M. J. 2004. Service Marketing (3rd ed.). New Delhi; Mac Graw Hill.