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All Journal JURNAL MANAJEMEN MOTIVASI
Wahyudayanto Utama
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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What Makes Customers Intend to Reuse Online Transportation Service? Evidence from West Java, Indonesia Wahyudayanto Utama; Elvira Azis; Erni Martini
JURNAL MANAJEMEN MOTIVASI Vol 22 No 2 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i2.9288

Abstract

This study examines the effect of service quality, word of mouth, and customer satisfaction on reuse intention among Gojek users. Service quality is reflected by four dimensions: tangibles, responsiveness, reliability, and assurance. Data were analyzed using partial least squares structural equation modeling (PLS-SEM) with 346 respondents from West Java, Indonesia, all of whom actively use the Gojek application. The results show that service quality, customer satisfaction, and word of mouth all directly and significantly influence reuse intention, with word of mouth exerting the strongest effect. Service quality also indirectly influences reuse intention through customer satisfaction and word of mouth. Keywords: Reuse Intention; Customer Satisfaction; Service Quality; Word of Mouth
Co-Authors Elvira Azis Erni Martini