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Procedia Computer Science 00 (2018) 000–000
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Procedia Computer Science 124 (2017) 379–387

4th Information Systems International Conference 2017, ISICO 2017, 6-8 November 2017, Bali,
Indonesia

User Satisfaction and Intention to Use Peer-to-Peer Online

Transportation: A Replication Study
Adhi Setyo Santosoa,b,*, Liza Agustina Maureen Nellohc
President University, Cikarang 17550, Indonesia
a

b
Universitas Indonesia, Depok 16424, Indonesia
c
Podomoro University, Jakarta 11470, Indonesia

Abstract

Sharing economy or collaborative economy (e.g. renting and lending) has been identified in previous studies to better
understanding the behavioral context such as satisfaction and future intention for hospitality accommodation. However, the
findings are lack of generalization in other industry context. Therefore, as the phenomenon of peer-to-peer (P2P) online
transportation in Indonesia, this article replicates the previous study by Tussyadiah (2016) to test consumers’ satisfaction and
future intention in different industry context for generalization purposes. Using Structural Equational Modelling approach, the
results among 115 respondents conclude that enjoyment and economic benefit are the determinations of satisfaction while
satisfaction itself mediates those variables toward future intention. This study concludes that some of the findings about
determinant factors of customer satisfaction future intention on P2P accommodation context can be generalized for other
industrial context such as P2P online transportation context even though there are some differences of findings especially in the
antecedents of future intention.

© 2018 The Authors. Published by Elsevier B.V.

Peer-review under responsibility of the scientific committee of the 4th Information Systems International Conference 2017.

Keywords: Sharing Economy; e-Commerce; Online Transportation; Customer Satisfaction; Future intention; Consumer behaviour

* Corresponding author. Tel.: +62-896-0308-8338; fax: +62-21-8910-9768.

E-mail address: adhi.setyo.santoso@gmail.com

1877-0509 © 2018 The Authors. Published by Elsevier B.V.

Peer-review under responsibility of the scientific committee of the 4th Information Systems International Conference 2017.

1877-0509 © 2018 The Authors. Published by Elsevier B.V.

Peer-review under responsibility of the scientific committee of the 4th Information Systems International Conference 2017
10.1016/j.procs.2017.12.168
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2 Adhi Setyo Santoso and Liza Agustina Maureen Nelloh / Procedia Computer Science 00 (2018) 000–000

1. Introduction

To better understanding consumer behavior, customer satisfaction is considered as one of the central concepts in
management as well as services marketing and consumer behavior and survival [1], [2], [3] [4], [5]. Satisfied
consumers will lead to customer loyalty as well as future intention in many sectors [6], [2], [7], [8]. While well-
researched on determinants of satisfaction and future intention associated with hospitality (e.g., [9], [10], [11], [12],
[13], [14], [15]), and the sharing economy business concept in hospitality has been identified [16]. As a replication
study, this article wants to determine the determinants of satisfaction and future intention in sharing economy
business concept especially in P2P online transportation.
The increasing prevalence of commercial P2P online transportation has been pioneered by Go-Jek in 2015.
Previously in 2011 up to 2012, Go-Jek has started the business but failed to win the market due to lack of technology
advancement using application. Even though the P2P business as foundation of Go-Jek, but since they only using
telephone and call center, they failed to “educate” society in Indonesia to use their service. In 2015, Go-Jek started
the collaboration consumption (e.g. renting and lending motorcycle with the driver called ojek) and use platform that
can be downloaded through Google Play Store and Apple Store. When users are easily order the driver of
motorcycle vis-à-vis, then the spirit of collaborative consumption or sharing economy is achievable whereas to give
solutions for both users and drivers. Besides Go-Jek, there are other competitors to provide online transportation
especially using motorcycle services such as Uber Motor, Grab-Bike, Blue Jeck, and so on. However, only three
providers (such as Go-Jek, Grab, and Uber) are main players in Indonesia especially in Jakarta and other big cities.
“Sharing economy” business model, that commonly identifies underserved demands in the conventional business
model (e.g. expensive or unavailable), will offer platforms that bring users and driver together to distribute their
excess capacity of asset or resources among each other [16]. Along with the hospitality sharing economy literatures
stated, commercial sharing system have been well research, but none to emphasize on the online transportation
especially on motorcycle transportation service.
The sharing economy transforms and disrupts long established business practices [17]. The raise of sharing
economy in the macro-environmental point of view, has shift customers’ attitude and behaviour toward consumption
pattern in general (e.g. “customer-service provider relationship” as the basis for service evaluation) [18], [19], [20],
[21], [22]. It triggers societal and economic pressures, such as desire for community, sustainable form of
consumption, and frugality, but facilitated by improvement in social networks and mobile technology [23], [24],
[25], [26]. This indicates that P2P can be also applied on services that offer by drivers of motorcycles in different
needs (e.g. availability, responsiveness, reliability of time and places, and instantly arrived to the destination) which
are not offered by traditional transportation.
The previous literature in this area investigates the determinants of satisfaction and future intention of using P2P
(e,g. enjoyment, sustainability, and economic benefits that affect behavioral intention to participate in a P2P sharing
platform) [16]. Another factors that motivate people to use sharing economy include community belonging, cost
savings, familiarity, utility, and trust [27], [28]. However, as stated on the previous studies, those studies did not
differentiate users into consumers and providers (e.g., users and drivers). Bellotti et al. [49] and Tussyadiah [16]
focused their study on consumers as users to better understanding customer satisfaction and future intention toward
P2P providers. Bellotti et al. [49] study discusses the evaluation on sharing economy service in general but still it is
lack managerial implication [29], [16]. Thus, Tussyadiah [16] then focused on peer consumers such as users for
better understanding and specific consumer behavior analysis at the managerial implications in the future. For this
same reason and also theoretical generalization purposes, this study will replicate the concepts of satisfaction and
future intention and its determinants of peer consumers of Tussyadiah [16] at online transportation especially P2P
motorcycle services in Indonesia.

2. Conceptual model and hypotheses development

This section explains sharing economy concepts in general and the determinants of satisfaction and behavioral
intention (future intention).
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2.1. Sharing economy concepts

Sharing economy or P2P consumption or collaborative consumption are the concepts derived from social
exchange theory about the principle of reciprocity suggests that states behavioral intention is formed when users
perceive the benefits from using P2P services. Furthermore, P2P consumption has been spread over the society as an
innovative solution that collects individuals’ assets and shares them to each other [30], [31], [17]. Botsman and
Rogers [21] mention that in consumer behavior perspective, sharing economy services can be maximized through
online social networks since it is a shared resources activity that involve communities. The sharing economy
platform encourages consumers to pay for the services as well as involves providers and users together [32], [21].

2.2. The determinants of satisfaction and future intention

As stated earlier about social exchange theory and fundamental concept of sharing economy, the benefits of using
P2P services are considered as the determinants of satisfaction and also behavioral intention to use P2P services in
the future. Further, according to self-determination theory, the usage of P2P services results the experiences that
reflect towards consumers’ intrinsic and extrinsic motivations that related to the benefits. Tussyadiah [16]
operationalizes these motivations (intrinsic and extrinsic rewards) into social benefit, enjoyment, economic benefit,
location benefit, sustainability, and amenities. These factors depict the returns on P2P services consumption and
perform as the antecedents of satisfaction and future intention in using P2P services. However, in P2P online
transportation context, we remove location benefit and amenities since they are not relevant within the context of our
study.
As a construct variable, satisfaction is qualitatively different from future intention [33]. Hence, service-marketing
literatures stated that short term profit through customer satisfaction is not enough without customer retention in the
future [34], [8]. Even though the influence of satisfaction toward future intention are common discussion in
marketing, service management, and also business research studies with different implications, customer satisfaction
still needs to be implied on P2P services in general to improve firm performance through customer retention and
loyalty that equals to profit and sustainability [35], [33], [36]. Hence, according to those explanations and results of
previous studies stated earlier, the researcher purposes six relational hypotheses as visualized on research model
(Fig. 1) as follow:
H1a: Enjoyment has positive influence on satisfaction.
H1b: Enjoyment has positive influence on future intention.
H2a: Social benefit has positive influence on satisfaction.
H2b: Social benefit has positive influence on future intention.
H3a: Economic benefit positive influence on satisfaction.
H3b: Economic benefit has positive influence on future intention.
H4a: Sustainability has positive influence on satisfaction.
H4b: Sustainability has positive influence on future intention.
H5: Satisfaction has positive influence on future intention.

3. Research methodology

3.1. Data collection and sample

We collected 115 respondent data through electronic survey using purposive technique sampling and adopted
Maximum Likelihood sampling in range of 100-200 respondents [37] to achieve statistical requirements of
Structrual Equation Modeling. Furthermore, most of the respondents are collected with direct approach from some
surveyors. These respondents are citizen of Jakarta and neighborhood cities citizen who have ever used P2P online
transportation service such as Uber, Go-jek, Grab, etc more than once. The detail information about respondents can
be seen in Table 1 below. However, the final data that eligible for statistical processing is 115 respondent data. As
additional information, the result of demographic data above would be differing from the secondary data about
mostly used brand, which resulting Uber as the most well-known and used by consumers.
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Enjoyment

H1b
H1a

Social Benefit H2b

H2a

Customer H5 Future
Satisfaction Intention

H3a

Economic
H3b
Benefit

H4a
H4b

Sustainability

Fig. 1. Research model

3.2. Measurement

This research uses Partial Least Square (PLS) Structural Equational Modelling method of analysis. The
measurements of constructs are based on the previous studies’ results (see Table 2). PLS requires validity and
reliability on its outer and inner model to test the hypotheses [38].
This study used Likert-type five scales and as PLS outer model requirements, this study tested loading factor and
Average Variance Extracted (to test the convergent validity), internal composite reliability (to test reliability), and
test the cross loadings to test the discriminant validity [36]. Based on the results presented on Table 2 and Table 3
this study has passed the requirement of outer model to test the validity and reliability result [38]. PLS required that
standardized loading factor must be greater than 0.5 [35], while ICR must be exceeded 0.6 [38], then AVE must be
greater than 0.5 [38]. The indicators of the research would be seen as follow on Table 2.

3.3. Goodness of fit index

Goodness-of-Fit index (GoF) of the model was assessed by determining the geometric mean of two types of R2
values’ averages of the communality and the average R2 of the endogenous latent variables [39]. According to
Henseler & Sarstedt [39], The formula to measure the GoF would be seen as follow:
Q2 = 1 – ( 1 – R12) ( 1 – R22 ) ... ( 1- Rp2 ) (1)

According the formula, there are three classifications of the GoF index including small (0.1 < GoF = 0.25);
medium (0.25 < GoF =0.36), and large (GoF > 0.36) [40]. The Q2 of this study is 0.7426. Therefore, the model has
large Goodness of fit index and valid to be used in PLS model globally [41].
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Table 1. Demographic data

Percentages
Characteristics Total
Sample=115
Gender
Male 64 50.39%
Female 63 49.61%
Age
18-24 85 66.93%
25-34 36 28.35%
35-44 2 1.57%
45-54 2 1.57%
55-64 2 1.57%
Education
High School 50 39.37%
Diploma/Bachelor 54 42.52%
Master 20 15.75%
Doctoral 3 2.36%
Yearly income (in IDR)
< 50 million 60 42.24%
50 million- 100 million 14 11.02%
101 million - 200 million 28 22.05%
201 million - 300 million 6 4.72%
301 million - 400 million 1 0.79%
401 million - 500 million 2 1.57%
501 million - 600 million 2 1.57%
601 million - 700 million 0 0%
701 million - 800 million 0 0%
801 million - 900 million 0 0%
901 million – 1000 million 5 3.94%
901 million – 1000 million 9 7.09%
Mostly Used of Brand
Uber 90 76.27%
Go-Jek 74 62.71%
Grab 73 61.68%
Others 2 1.7%

4. Analysis

4.1. Inner model analysis or structural model analysis

This study employs Partial Least Squares Structural Equation Modelling (PLS-SEM) with SmartPLS software as
the analysis tool. PLS-SEM fit to test the early stage of theory development [42] and to maximize the explained
variance of the endogenous latent constructs [43]. After the outer model fulfils the requirements, this study is able to
test all of the latent variables’ relationships [38]. Then, this study uses bootstrapping resampling techniques with
200-sub samples to test the relationships between latent variables and throughout the structural model or inner
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model analysis of PLS-SEM. The proposed research model is assessed by t-statistics (Significant of 5% or t-value is
greater than 1.96) and its path coefficients [43].
The results of this study concluded that enjoyment have positive influence on customer satisfaction (T-stats=
3.040464), and insignificant toward future intention (T-stats= 1.336893). It is concluded that H1a is supported while
H1b are not supported. Differs from P2P accommodation context for private room rent, social benefit in P2P online
transportation context is insignificant toward customer satisfaction (T-stats=0.363209), and future intention
(1.431374). Thus, H2a and H2b are not supported. Economic benefit has positive influence on customer satisfaction
(T-Stats=5.336673) and insignificant on future intention (T-Stats=0.914001). This result suggests that H3a is
supported and H3b is not supported. Sustainability has insignificant influence on customer satisfaction (T-
Stats=0.075973) and future intention (T-stats=1.052449). It is indicated that H4a and H4b are not supported. The H5
in this study is supported since customer satisfaction has positive influence on future intention (T-stats= 5.225555).

Table 2. Validity and reliability testing on items

Standardized Internal composite Average variance
Variables Indicators T-statistics
loading factor reliability (ICR) extracted (AVE)
Enjoyable 0.762090 7.156838
Exciting 0.808697 18.888754
Enjoyment Interesting 0.807759 15.213470 0.903593 0.652416
Fun 0.854341 27.560740
Pleasant 0.803079 13.722932
Insider tips 0.620297 4.207810
Interaction 0.871454 20.129280
Social benefit 0.925821 0.757868
Know people 0.825826 8.733470
Social Relation 0.842701 16.817373
Save Money 0.881139 26.379216
Lower Cost 0.905558 34.266244
Economic benefit 0.925821 0.757868
Affordable 0.903472 37.172175
Money Benefit 0.786619 9.022457
Sustainable way 0.824456 23.105160
Sustainable
0.857989 17.789704
Sustainability Environment 0.909346 0.714962
Save energy 0.852350 15.781636
Responsible 0.847039 20.702733
Overall 0.785735 11.137638
Customer
Expectation 0.918234 52.109872 0.893696 0.737787
satisfaction
Monetary 0.867657 34.165250
Continue Use 0.918477 44.704998
Future intention Future Use 0.952906 73.171117 0.953530 0.872471
Will Use 0.930474 38.297318

4.2. Comparison with previous research

Even though this replication study uses the similar research design, it produces both similar and different result
from the Tussyadiah [16] studies. The previous study was tested in hospitality P2P accommodation with Airbnb and
use developed market context, however, in our study, the researchers use the well-known phenomenon of P2P online
transportation in emerging market context, Indonesia. Therefore, the result of this study will enhance specific
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managerial implications. According to this study result presented in Table 3, most of the relationship between
variables in Tussyadiah [16] study can be generalized even though there are some different results for P2P online
transportation context in emerging country compare to P2P accommodation context in developed country. The result
showed that enjoyment and economic benefit are the determinants of customer satisfaction, however, none of them
has direct effect on future intention. The results in this context show that the customer motivations in using P2P
services are not enough to ensure the future intention. The customers need to feel satisfied first with P2P services to
drive them to keep using the services. There is also different result between social benefit toward future intention on
P2P online transportation context and social benefit toward future intention with private room P2P accommodation
context.

Table 3. Statistical Result of Structural Model

Path
Hypotheses T-statistics Result
coefficient

H1a Enjoyment -> Customer Satisfaction 0.318270 3.040464 Supported

H1b Enjoyment -> Future Intention 0.160032 0.914001 Not Supported
H2a Social Benefit -> Customer Satisfaction 0.030786 0.363209 Not Supported
H2b Social Benefit -> Future Intention -0.167060 1.431374 Not Supported
H3a Economic Benefit -> Customer Satisfaction 0.479020 5.336673 Supported
H3b Economic Benefit -> Future Intention 0.106432 0.914001 Not Supported
H4a Sustainability -> Customer Satisfaction 0.006138 0.075973 Not Supported
H4b Sustainability -> Future Intention 0.133852 1.052449 Not Supported
H5 Customer Satisfaction -> Future Intention 0.539428 5.225555 Supported
Significant level of p=0.05 (T-statistics > 1.96)

5. Conclusion, implications and further research

This study concludes that some of the findings about determinant factors of customer satisfaction future intention
on P2P accommodation context can be generalized for other industrial context such as P2P online transportation
context even though there are some differences of findings especially in the antecedents of future intention. Similar
with previous study, some of the antecedents do not influence satisfaction and future intention. Enjoyment has a
positive influence on satisfaction but insignificant on future intention. Social benefit shows no significant influence
for both satisfaction and future intention. The finding is different than Tussyadiah [16] study with private room user
that show significant influence toward satisfaction. Frequent interaction between host and the guest contributes for
this finding.
Other variable, economic benefit, has influence on satisfaction but it has no significant influence toward future
intention. This finding is contrast to the previous literatures in sharing economy context [16], [25], [30], [44],
however, it is consistent with the study about customer loyalty of digital business in other emerging country, China
and Korea, that show no direct influence between monetary value and loyalty [45], [46]. The difference between
customers of P2P services in emerging countries and developing markets were appeared to be the empirical evidence
in this result. It showed that in emerging countries, customers of P2P tend to use the service more parsimonious than
in developed country in regards to the low purchasing power [45], [46].
The last variable, sustainability, has no significant influence on both future intention and satisfaction. It is
consistent with sharing economy research that based on transactional e-commerce platform [16], [27]. However, it is
contrast with the research that focus on triple bottom line sustainability aspect within sharing economy [47], [48]. It
shows that the motivation of using sharing economy platform continuously relies on the advantage of its business
model that makes the transaction much more efficient for the both market sides, buyer and seller, not the
sustainability issue.
Furthermore, from the theoretical implications perspective, this study confirmed some social exchange theory,
and again confirmed satisfaction as the powerful determinants of behavioral intention (future intention). This
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conclusion and discussion led to the further research such as replication of this P2P online transportation that
engaged more respondents in different geographical and economical contexts. The replication also can be done in
another P2P service that use another business models of sharing economy (e.g. general service, baby-stuffs, financial
services, crowdfunding, blue-collar services, skills, etc) to re-confirmed this research model in the emerging e-
commerce and e-business context.
The results discussed above also lead to managerial implications especially about value. The managerial
implications start with enjoyment, this means that consumers satisfied and have intention to re-use the service, then
management should maintain the enjoyment of using mobile application as well as the transportation vehicle owned
by strangers itself for P2P online transportation services such as brand activation, mini games, and also satisfying
rewards. This is important because even though the economic benefit of using sharing economy services leads to
satisfaction, the economic benefit itself does not guarantee future intention.

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