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Predicting the Potential Effect of Artificial Intelligence’s Passenger Application Service to Words of Mouth Mediated by Passenger Satisfaction

In: Proceedings of the 5th International Conference on Global Innovation and Trends in Economy 2024 (INCOGITE 2024)

Author

Listed:
  • Hermon Sumule

    (Bina Nusantara University, Master Program, BINUS Business School)

  • Rafif Syafa Yaristyan

    (Bina Nusantara University, Master Program, BINUS Business School)

  • Aswin Rahardianto

    (Bina Nusantara University, Master Program, BINUS Business School)

  • Anita Maharani

    (Bina Nusantara University, Master Program, BINUS Business School)

Abstract

This research aims to see the potential influence of customer service applications that use artificial intelligence on passenger satisfaction with word of mouth as mediation. The literature review used the concept of customer satisfaction, word of mouth and perception to describe views on the use of artificial intelligence. This research approach is quantitative, involving 140 respondents, all of whom are bus transportation service passengers in South Sulawesi. The incoming data is processed using the Partial Least Square approach. The results obtained show all hypotheses are supported.

Suggested Citation

  • Hermon Sumule & Rafif Syafa Yaristyan & Aswin Rahardianto & Anita Maharani, 2024. "Predicting the Potential Effect of Artificial Intelligence’s Passenger Application Service to Words of Mouth Mediated by Passenger Satisfaction," Advances in Economics, Business and Management Research, in: Soebowo Musa & Eric J. Nasution & Derek Ong Lai Teik & Hanny N. Nasution & Gilbert M. Tumibay & Amiz (ed.), Proceedings of the 5th International Conference on Global Innovation and Trends in Economy 2024 (INCOGITE 2024), pages 61-73, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-585-0_6
    DOI: 10.2991/978-94-6463-585-0_6
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