A Exploring Influencing Factors of Customer Loyalty towards Ride-hailing Industry
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Internet is technology breakthrough that have massive impact to distrupt conventional business. One of the most growing internet industries in south east asia especially in Indonesia is ride-hailing where only 2 big giants survived on the battle of this massive market, they are Go-jek and Grab. Customer loyalty is crucial key factor in order to win and create sustainable business, however based on several research 68% of customer in Indonesia at least have 2 optional or more optional brand. On ride-hailing industry 40% of ride-hailing users have and use both Grab and Go-jek or on others words these customers have swinger behavior. Thus, the objective of this research is to explore and analyze influencing factors of customer loyalty on ridehailing industry.
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