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The Impact Of Ai-Powered Service Features On Customer Satisfaction: Ride-Hailing Apps In Indonesia
Alvin Kenneth, Fiter Abadi
View Author Affiliations
- Alvin Kenneth: Swiss Germany University, Indonesia
- Fiter Abadi: Swiss Germany University, Indonesia
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Abstract
This research study aims to analyze the influence of artificial intelligence (AI)-based service features on customer satisfaction in the ride-hailing industry in Indonesia. The research method used is a quantitative method with a survey approach and Data is collected through a survey of 400 active users of ride-hailing services. This study uses descriptive analysis to describe the characteristics of respondents, test the validity and reliability of the instrument, classical assumption test which includes normality and multicollinearity tests, and multiple linear regression analysis to test the influence of each independent variable. The results showed that Perceived Value (β=0.114), Perceived Service Delivery (β=0.104), Perceived Service Quality (β=0.194), Identification with the Service Provided (β=0.154), and AI Use Behavior in Services (β=0.175) had a positive and significant effect on customer satisfaction (p<0.001). In contrast, the Market Orientation of Service Provision had a negative but significant effect (β=-0.115; p<0.01). Simultaneously, all variables had a significant effect on customer satisfaction (F=273.333; p<0.001). These findings suggest that the application of AI that improves value, quality of service, and user experience can strengthen customer satisfaction and support ride-hailing companies' reputations.
Keywords
Author Biographies
Alvin Kenneth
Swiss Germany University
Master of Business Administration Study Program, Faculty of Business & Communication, Swiss Germany University, Indonesia.
Fiter Abadi
Swiss Germany University
Master of Business Administration Study Program, Faculty of Business & Communication, Swiss Germany University, Indonesia.
Article Identifiers
- Article Title: The Impact Of Ai-Powered Service Features On Customer Satisfaction: Ride-Hailing Apps In Indonesia
- DOI: 10.59431/ijer.v6i2.834
- Publication Date: 2026-06-28
- Journal: Indonesian Journal Economic Review (IJER)
- Volume: 6
- Issue: 2
- Pages: 836-845
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Issue Information
Article Details
| Volume: | 6 |
| Issue: | 2 |
| Year: | 2026 |
| Published: | 2026-06-28 |
| Pages: | 836-845 |
| Section: | Articles |
Additional Information
How to Cite
Kenneth, A., & Abadi, F. (2026). The Impact Of Ai-Powered Service Features On Customer Satisfaction: Ride-Hailing Apps In Indonesia. Indonesian Journal Economic Review (IJER), 6(2), 836-845. https://doi.org/10.59431/ijer.v6i2.834
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This work is licensed under a Creative Commons License.
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