Millennial Customer Inertia In Indonesia’s Online Transportation Services

DOI

10.2991/aebmr.k.220701.053How to use a DOI?

Keywords

Inertia; Behavior; Cognitive; Affective

Abstract

This study aims at determining the factors that form customer inertia in the online transportation service industry in Indonesia. The research method used was a survey with data collection techniques through questionnaires to 174 online transportation customers in Indonesia, especially in the City of Tasikmalaya, using purposive sampling techniques. The analytical tool used in this study was Confirmatory Factor Analysis (CFA) by testing the reflective trait of the behavioral, cognitive, and affective aspects to measure customer inertia. This study indicated that customer inertia could be formed by customer behavior on cognitive and affective factors of the customer itself. When a customer responded with positive behavior, good cognition, and good affection, the customer’s inertia would be created.

Copyright

© 2022 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article distributed under the CC BY-NC 4.0 license.

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TY  - CONF
AU  - Ari Arisman
AU  - Ratih Hurriyati
PY  - 2022
DA  - 2022/07/12
TI  - Millennial Customer Inertia In Indonesia’s Online Transportation Services
BT  - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
PB  - Atlantis Press
SP  - 270
EP  - 273
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220701.053
DO  - 10.2991/aebmr.k.220701.053
ID  - Arisman2022
ER  -