This empirical study investigates the influence of customer experience (CX) dimensions on satisfaction levels of Go-Jek platform users in Indonesia.A survey was conducted with 450 riders to collect data on their sensory, emotional, cognitive, behavioral and relational experiences, along with overall satisfaction ratings.Structural equation modeling analysis reveals that emotional experiences, thought processes, actions and interpersonal relationships significantly enhance Go-Jek customer satisfaction, explaining 71% of the variance.However, sensory stimuli of the app interface did not impact satisfaction.By spotlighting the customer experience drivers that boost satisfaction on this prominent ride sharing platform, practical implications are offered for improving experiential aspects and competitiveness.
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Gabriella et al. (2024) studied this question.
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