ANALISIS PENGARUH KEPUASAN PENGGUNA TERHADAP KINERJA PERUSAHAAN RIDE-HAILING DI INDONESIA
Keywords:
user satisfaction, company performance, ride-hailing, usability, brand awareness.Abstract
This Systematic Literature Review aims to analyze the impact of user satisfaction on the performance of ride-hailing companies in Indonesia. The study involves researchers from the Information Systems Study Program, Faculty of Computer Science, UPN "Veteran" East Java. The Systematic Literature Review method is employed to investigate user satisfaction levels, data collection methods, and case studies of selected companies in the literature. Key findings encompass articles related to usability, brand awareness, and systematic literature reviews. Performance measurement methods include user-friendliness, service quality, perceived benefits, perceived usefulness, and electronic service quality. Several articles utilize companies as case studies. The research results provide a foundation for a comprehensive understanding of the relationship between user satisfaction and the performance of ride-hailing companies in Indonesia, supporting positive and sustainable development in this industry. The implications of the findings have the potential to assist researchers, practitioners, and policymakers in the Indonesian ride-hailing industry.
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