Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal ABM: International Journal of Administration, Business and Management
Diago Ariesandika
University of Panca Marga

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Customer Satisfaction Mediating Service Quality, Price, and Digital Promotion on Online Transportation Customer Loyalty: Diago Ariesandika; Amirullah; Ngatimun
ABM: International Journal of Administration, Business and Management Vol 8 No 2 (2026): December 2025 - May 2026
Publisher : LPPM Institut Teknologi dan Sains Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31967/abm.v9i1.2093

Abstract

This study investigates the effects of service quality, price, and digital promotion on customer loyalty, with customer satisfaction serving as a mediating variable among students using online transportation services in Probolinggo City, Indonesia. A quantitative research approach was employed using an explanatory research design. Data were collected from 158 respondents through a structured questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4.0. The findings reveal that service quality, price, and digital promotion each have a positive and significant effect on customer satisfaction. Furthermore, these three variables also have significant positive direct effects on customer loyalty. Among them, digital promotion demonstrates the strongest influence on customer loyalty, indicating that promotional strategies implemented through digital platforms play a crucial role in retaining student users. However, customer satisfaction does not significantly affect customer loyalty, indicating that it does not mediate the relationships between service quality, price, digital promotion, and customer loyalty. These findings suggest that students' loyalty toward online transportation services is influenced more by functional and marketing-related factors than by satisfaction alone. This study contributes to the service marketing literature by providing empirical evidence regarding the determinants of customer loyalty in the online transportation sector and offers practical implications for service providers in developing effective service quality, pricing, and digital marketing strategies.
Co-Authors Amirullah Ngatimun