Determinants of Customer Loyalty in the Ride-Hailing Industry: Evidence from Maxim Car Service in Samarinda

Feti Fahmimroah; Dimas Rabbani Prasetyo; Satryawati Satryawati; Hamdani Hamdani; Almasari Aksenta

doi:10.2991/978-94-6463-938-4_28

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Determinants of Customer Loyalty in the Ride-Hailing Industry: Evidence from Maxim Car Service in Samarinda

Authors

Feti Fahmimroah¹^{, *}, Dimas Rabbani Prasetyo¹, Satryawati Satryawati¹, Hamdani Hamdani¹, Almasari Aksenta¹

¹Business Administration Department, Politeknik Negeri Samarinda, Samarinda, Kalimantan Timur, Indonesia

^*Corresponding author. Email: fetifa@polnes.ac.id

Corresponding Author

Feti Fahmimroah

Available Online 31 December 2025.

DOI: 10.2991/978-94-6463-938-4_28 How to use a DOI?
Keywords: Customer Loyalty; Maxim Car; Online Transportation
Abstract: The digital transformation in Indonesia has led to the rapid development of online transportation services, significantly affecting how people interact with transportation systems in urban environments. This study aimed to analyze the influence of price, ease of use, service quality, and brand image on customer loyalty toward Maxim Car service in Samarinda City. Using a quantitative method with a sample of 100 respondents, data were collected through an online questionnaire and analyzed using multiple linear regression. The results showed that price, ease of use, and brand image had a positive and significant impact on customer loyalty. In contrast, service quality had a positive but statistically insignificant effect. Together, these four variables significantly influenced customer loyalty. These findings are expected to help Maxim Car optimize its service performance and maintain competitive advantage in Indonesia's online transportation industry, while also providing empirical evidence that supports the growing body of literature on digital consumer behavior in emerging markets.
Copyright: © 2025 The Author(s)
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the International Conference on Applied Science and Technology on Social Science 2025 (iCAST-SS 2025
Series: Advances in Economics, Business and Management Research
Publication Date: 31 December 2025
ISBN: 978-94-6463-938-4
ISSN: 2352-5428
DOI: 10.2991/978-94-6463-938-4_28 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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ris enw bib

TY  - CONF
AU  - Feti Fahmimroah
AU  - Dimas Rabbani Prasetyo
AU  - Satryawati Satryawati
AU  - Hamdani Hamdani
AU  - Almasari Aksenta
PY  - 2025
DA  - 2025/12/31
TI  - Determinants of Customer Loyalty in the Ride-Hailing Industry: Evidence from Maxim Car Service in Samarinda
BT  - Proceedings of the International Conference on Applied Science and Technology on Social Science 2025 (iCAST-SS 2025
PB  - Atlantis Press
SP  - 231
EP  - 239
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-938-4_28
DO  - 10.2991/978-94-6463-938-4_28
ID  - Fahmimroah2025
ER  -

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