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

Hermon Sumule, Rafif Syafa Yaristyan, Aswin Rahardianto and Anita Maharani ()
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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

A chapter in Proceedings of the 5th International Conference on Global Innovation and Trends in Economy 2024 (INCOGITE 2024), 2024, pp 61-73 from Springer

Abstract: 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.

Keywords: Artificial Intelligence; Passenger Satisfaction; Words of Mouth (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-585-0_6

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DOI: 10.2991/978-94-6463-585-0_6

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