Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)

Millennial Customer Inertia In Indonesia’s Online Transportation Services

Authors
Ari Arisman1, *, Ratih Hurriyati2
1Universitas Pendidikan Indonesia
2Universitas Pendidikan Indonesia
*Corresponding author. Email: ariarisman@upi.edu
Corresponding Author
Ari Arisman
Available Online 12 July 2022.
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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Volume Title
Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
12 July 2022
ISBN
10.2991/aebmr.k.220701.053
ISSN
2352-5428
DOI
10.2991/aebmr.k.220701.053How to use a DOI?
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.

Cite this article

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  -