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The Impact Of Ai-Powered Service Features On Customer Satisfaction: Ride-Hailing Apps In Indonesia

  • 1*,2 Swiss Germany University

* Corresponding Author: Alvin Kenneth

Open Access
DOI
https://doi.org/10.59431/ijer.v6i2.834
Published
Pages
836-845

Issue

Vol. 6 No. 2 (2026)

Indonesian Journal Economic Review (IJER)
June

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

Artificial Intelligence Ride-Hailing Customer Satisfaction Service Quality Corporate Reputation

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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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.

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Copyright (c) 2026 Alvin Kenneth, Fiter Abadi

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