CUSTOMERS’ SATISFACTION FACTORS OF ONLINE TRANSPORTATION SERVICES

: Customers’ Satisfaction Factors of Online Transportation Service. The purpose of this study is to determine the effect of quality of information system, quality of service, perceived security and perceived privacy on customer satisfaction in using online motorcycle transportation. This research is a survey based research with quantitative approach. The populations in this study are all users of Grab online motorcycle transportation services in Special Region of Yogyakarta. Sampling technique in this study used purposive sampling (non-probability sampling) with a total sample of 162 people. The data collection technique used an online questionnaire that has been qualified for validity and reliability. The data analysis method is multiple linear regression analysis methods. The results showed that there is partial positive effect between quality of information system, quality of service, perceived security, and perceived privacy of Grab customers’ satisfaction. The four dependent variable simultanously showed a significant positive effect between customer satisfaction and the independent variable with value number of the coefficient of determination (adjusted R 2 ) is 0,488, the value of the F-test results is 39.412> 2,868312 and significance 0.000. penelitian ini adalah seluruh pengguna layanan jasa transporasti ojek online Grab di Propinsi Daerah Istimewa Yogyakarta. Teknik penentuan sampel dalam penelitian ini menggunakan purposive sampling (non-probability sampling) dengan jumlah sampel sebanyak 162 orang. Teknik pengumpulan data menggunakan kuesioner online yang telah memenuhi syarat uji validitas dan reliabilitas. Metode analisis data yang digunakan adalah metode analisis regresi linear berganda. Hasil penelitian menunjukan bahwa adanya pengaruh positif secara parsial kualitas sistem informasi, kualitas pelayanan, persepsi keamanan, dan persepsi privasi terhadap kepuasan pelanggan Grab. Keempat variabel dependen tersebut secara simultan menunjukan pengaruh positif signifikan terhadap variabel independen kepuasan pelanggan dengan nilai koefisien determinasi (Adjusted R 2 ) sebesar 0,488, nilai dari hasil uji F yaitu 39,412 > 2,868312 dan signifikansi sebesar 0,000.


INTRODUCTION
In this globalization era, people can not be separated from interne. The need for internet is very high, especially to support activities/community activities. According to (IWS, 2019), Asia is the continent with the highest internet users among others, which up to 50.7 percent. Indonesia ranks 5 th out of Indonesia spent over seven hours a day to access the internet every day and up to 65.98 percent people access the Internet every day per week. Indonesia is on of the countries that its internet users were increased rapidly. In 1998, internet users in Indonesia only recorded about 500 thousand. In the early decades of the 21 st century, a surge growth of internet users happened and it increased up to around 61 million (Karimuddin, 2012).
Those numbers put Indonesia as the fourth largest country that accesses the Internet.
Activities of internet users in Indonesia are quite high which allow the people of Indonesia to do online shopping. One of the examples is online food purchases made through delivery system. Online food delivery service is a way to connect with consumers in a way that restaurants partnered with delivery services, then put their menu on a platform to reach more consumers, and consumers can order online and can receive it at their locations in a short time (Lan H, 2016). GrabBike. This service can be received well by the public. In June 2015, the latest service was released, called GrabCar, in Bali. Then, in August in the same year, GrabCar also presents in Jakarta. GrabCar is a black unmarked car transport service.
According to information obtained from Grab app download page in the Play Store on Thursday, January 9 th , 2020. Grab application in Indonesia has been downloaded by more than 100 million times, and get a rating of 4.6 out of 5,308,878 users.  (Davis, 1998).
According to (Jogiyanto, 2008), the definition of perceived ease of use also means ease of use; this perception is also a belief about the decision-making process. (Jogiyanto, 2008), also states "If a person feels confident that the information system is easy to use, he will use it". From this statement, the quality of the information system will also affect satisfaction in using the system. Therefore, based on the theory of the Technology Acceptance Model (TAM) on aspects of the perceived ease of use, researchers intend to research with one of the variables on the effect of the quality of information system on the satisfaction of Grab application's customers.

Service Quality and Information System
Quality Quality of service is defined as how different realities and expectations of consumers for services they receive. Quality of service can be determined by comparing the perceptions of consumers with the services they receive. The quality of service here is the quality of service that will affect customer satisfaction. Indicators to measure the quality of service was adapted from the study (Raymond McLeod, 2007), namely: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Quality Information System according to (Davis, 1989), is defined as the perceived ease of use based on the level of how much technology is relatively easy to understand and use. Grab as providers of online motorcycle taxi services should have a reliable information system, considering the breakthrough Grab is an online-based, which means that the comany must have an effective and efficient information system for its customers. Thus, it takes a quality of a good information system so that a business will run smoothly. Without good quality of information system the company will have difficulty in processing information effectively and efficiently. If the quality of the information system can run well, Grab consumers will benefit such security in the use of information system so the consumers will be satisfied with the company. Customer satisfaction will be created if an information system made easier for Grab consumers.
H1: There is a positive influence between the quality of the information system and consumer satisfaction on Grab services in Special Region of Yogyakarta.
H2: There is a positive effect between service quality and customer satisfaction on Grab services in Special Region of Yogyakarta.

Perceived Security
Perceived security is defined as consumer perceptions of safety in conducting e-commerce transactions (Eid, 2011).
Consumer satisfaction is the rate of quality of a product based on product's perceived performance against customer expectations (Kotler and Armstrong, 2012). If consumers feel safe in shopping online, consumer will satisfied. (Jin and Park, 2006) indicate that there is a positive effect between customer satisfaction and online security. This result was also supported by empirical evidence from studies of (Chung and Shin, 2009).
H3: There is a positive influence between perceived security and customer satisfaction on Grab services in the Special Region of Yogyakarta.

Perceived Privacy
According to (Roca et al, 2009), perceived privacy is a possibility that online sellers collect and use data about individuals improperly. Therefore, it makes consumers reluctant to enter their personal information when sites ask for this information because they are worried about the collection and misuse of information sent over the Internet and how their data will be used. The impact is an online consumer be free to provide any personal or financial information to the seller online because they felt that online sellers may misuse or divulge any personal information to other parties. And (Abdullah Kassim, 2010), states that the handling of privacy needs to refer to the protection of various types of data collected (with or without the knowledge of the user) for interaction between users with an online system.
Consumer satisfaction is the rate of quality of a product based on product's perceived performance against customer expectations (Kotler and Armstrong, 2012).
If consumer privacy is maintained and protected, consumers will be satisfied to use an onlie motorcycle taxi service. (Chung and Shin, 2010) state that the protection of privacy is important to improve satisfaction.

Data Collection
In this study, data were collected using a questionnaire tool. The data used in this study are obtained from source specifically collected and processed for later use as object of research. The questionnaire was distributed via online through a google form and spread through social media such as Twitter, Line, Instagram, and WhatsApp.
According to (Sugiyono, 2008), research instrument is a tool/instrument used to measure the natural and social events that were observed in detail / specific, all these events named as the study variables.

Instrument or measuring devices in this study
is questionnaire which contains points of the statement to be given feedback by the study subjects. Perceived Privacy variables (Malhotra et al, 1994) measured through 6 item statements.
Each statement is measured using a Likert Scale ranging from 1 strongly disagree to 4 for strongly agree. The higher the score of these variables means the higher quality of the service according to user perception.

Research Variables
The research design used is betweensubject. The independent variable is the customer satisfaction. The dependent variable is the amount of Information System Quality, Service Quality, Perceived Security, and Perceived Privacy.

Population and Sample
The population in this study are all people who have used the services of Grab in the Special Region of Yogyakarta. Grab Consumers have a number that can not be estimated. Therefore, researchers decided to use non-probability sampling techniques.
Non-probability sampling is model/techniques in sampling which not provide equal opportunities for every member of the population, the following areas/elements to be determined as the study sample (Sugiyono, 2007). Non-probability sampling techniques are suitable for very large populations where there is a lot of availability in the population, therefore, this sample is used because it represents the population and the results can be generalized to the entire population. The population size in this study was very broad with an unknown number of certainity, therefore the researchers used a sample size, (Rao Purba, 1996).

Data Analysis
This research is survey based research with a quantitative approach.

RESULT AND DISCUSSION
The data were obtained using online questionnaire through a google form.

Test)
The  System in the applicatikn, which aims to facilitate users and ensure the security of user data that does not happen again Grab unwanted things. The better the quality of the information system, the user satisfaction will increase. The Grab company needs to pay attention to its user, in this case, the Grab and the Customer Service are expected to provide optimum service to the user, so the user will feel the benefits and can create user loyalty.
Additionally, the driver Grab needs to improve the quality of the vehicles that will be used. For example, provide a decent helmet for the user, check the vehicle condition, and be friendly to the user. The higher quality of service it will improve user satisfaction. If consumers feel safe in shopping online, then a consumer will feel satisfied. Thus, the company Grab needs to improve the quality of information system so that the system can not be hacked by certain elements, in addition to Grab as a company also need to increase user confidence in the security of the transaction against cash and non-cash, to provide security to the user. The higher-level Information System Security will increase user satisfaction. By protecting consumer's information when filling personal data, protecting consumers' transaction data, and providing protection facility for credit card data, it will make the user feel the satisfaction. By mean of this, the company need to manage a user's personal