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All Journal Journal Of Management Science (JMAS) Jurnal Ilmiah Edunomika (JIE) International Journal of Economics Development Research (IJEDR) Community Development Journal: Jurnal Pengabdian Masyarakat International Journal of Business, Law, and Education Journal Of Human And Education (JAHE) Journal of Artificial Intelligence and Digital Business Jurnal Multidisiplin West Science Sanskara Manajemen dan Bisnis West Science Journal Economic and Entrepreneurship Jurnal Bisnis dan Manajemen West Science West Science Interdisciplinary Studies Pinisi Journal of Entrepreneurship Review West Science Interdisciplinary Studies The Eastasouth Journal of Information System and Computer Science Journal of Economics, Management, Accounting and Computer Applications Jurnal Manajemen Maranatha
Putra, Wira Pramana
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Public Health Social Sciences Other

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Journal : Journal Of Management Science (JMAS)

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Trust, Perceived Quality, and Value for Money as Determinants of Customer Loyalty: Insights from the inDrive App Putra, Wira Pramana; Supriyanto, Wawan; Noraga, Gilang Bhirawa; Tarjono
Junal Ilmu Manajemen Vol 8 No 1 (2025): January: Management Science and Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/jmas.v8i1.653

Abstract

One of the industries affected by the growth in the number of internet users and advances in digital technology in Indonesia is online transportation. However, the inDrive company showed the smallest performance, which only reached 4.03 million downloads, this merchant was very far behind its competitors, namely Gojek, Grab and Maxim. InDrive has implemented a unique concept, namely the bidding feature in order to achieve fairness and transparency and maximize services with the SHIELD security feature. Therefore, this study aims to identify the effect of value for money, perceived quality on trust, mediate trust in value for money and perceived quality on customer loyalty, and trust in customer loyalty. This research is a quantitative study, with data sources obtained from online questionnaires distributed to 130 respondents who have used the inDrive application in Indonesia who were analyzed using the Structural Equation Model on SmartPLS. The findings of this study are that perceived quality and value for money has a positive and significant effect on trust, trust mediates perceived quality and value for money on customer loyalty and trust has a positive and significant effect on customer loyalty. Trust is the most significant variable affecting customer loyalty, so inDrive Indonesia management must focus on maintaining consistency and increasing consumer trust
Co-Authors . Syamsulbahri Adhy Firdaus Afiasri, Amalina Filzah Akbar, Zulfikri Andriani, Jeni Arifiansyah, Rully Arthawati, Sri Ndaru Diana Sari Dirgantara, Muhammad Arya Eva Desembrianita Farhani, Hilma Farida Akbarina Frans Sudirjo Gilang Bhirawa Noraga Hasibuan, Faisal Umardani Hayati, Feb Amni Imanirubiarko, Sabda Iwan Harsono Judijanto, Loso Kalalo, Rieneke Ryke Khoirunnisa’, Risqy Khuan, Hendri Komala Dewi, Rita Lau, Elfreda Aplonia Limpo, Lita Muafiqie, Humaidah Muhtadi, Muhammad Ammar Mukhid, Mukhid Muliadi, Selamat Murthada, Murthada Ni Nyoman Suarniki Pahrijal, Rival Pertiwi, Triani Patra Putra, Irsan Herlandi Rahman, Mila Safira Rini Oktavera Rini, Intan Puspita Rosniawati, Devi S, Putri Paulina Santosa, Sonny Shevana, Nabella Zahra Siska, Emi Yulia Sri Mulyono Sulaeman Rahman Nidar Sumardi . Sumengkar, Apung Susilawati, Agnes Dwita Tarjono Tarjono, Tarjono Ujang Permana, Ujang Utami, Eva Yuniarti Wahyudi, Farid Wawan Supriyanto Widagdo, Djoko Willson Gustiawan Yusniar, Yusniar