Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Journal of Economics, Business, & Accountancy Ventura
Dwi Septi Haryani
STIE Pembangunan, Tanjungpinang, Kepulauan Riau, Indonesia
Economics, Econometrics & Finance

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

Found 1 Documents
Search

 1 
The Effect of Application Quality on Traveloka’s Customer Loyalty Through Customer Trust Dwi Septi Haryani; Sri Langgeng Ratnasari; Ranti Utami; Daeylen Beby
Journal of Economics, Business, & Accountancy Ventura Vol. 28 No. 3 (2025): December 2025
Publisher : Research Center and Community Services (PPPM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v28i3.5734

Abstract

The rapid growth of mobile-based travel services has intensified competition among digital travel platforms, making application quality and customer trust important for customer loyalty. This study examines the effect of Application Quality on Customer Loyalty through Customer Trust among Traveloka users in Indonesia. A quantitative cross-sectional survey involved 400 respondents selected through purposive sampling. Data were collected using a structured questionnaire and analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM) using SmartPLS 4. The measurement model met reliability and validity criteria, with Composite Reliability values of 0.815–0.835 and Average Variance Extracted (AVE) values of 0.609–0.647. The results show that Application Quality positively and significantly affects Customer Trust (β = 0.619, t = 17.888, p < 0.001), while Customer Trust positively and significantly affects Customer Loyalty (β = 0.582, t = 14.601, p < 0.001). Customer Trust also significantly mediates the relationship between Application Quality and Customer Loyalty (β = 0.361, t = 10.498, p < 0.001). The findings highlight Customer Trust as an important mechanism linking Application Quality to Customer Loyalty and provide practical implications for improving customer retention and sustainable competitive advantage.
Co-Authors Daeylen Beby Ranti Utami Sri Langgeng Ratnasari