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All Journal Jurnal Ekonomi
Indra Widjaja
Department of Management, Faculty of Economics and Business, Universitas Tarumanagara, Jakarta
Economics, Econometrics & Finance

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The Influence of E-Service Quality on Customer Satisfaction and Loyalty in Online Transportation Applications Revi Kristioni; Rayesha Putra Baistama; Indra Widjaja
Jurnal Ekonomi Vol. 30 No. 1 (2025): Maret 2025
Publisher : Fakultas Ekonom dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/je.v30i1.2848

Abstract

This article aims to investigate the mechanisms underlying the relationship between e-service quality, customer satisfaction, and customer loyalty in online transportation applications. This study adopts relevant theoretical approaches, including customer satisfaction theory and loyalty theory, to analyze the role of e-service quality in driving satisfaction and loyalty. By involving 400 respondents who are users of online transportation applications, the research results show that e-service quality has a significant and positive impact on customer satisfaction and customer loyalty. In addition, customer satisfaction also proved to mediate the relationship between e-service quality and customer loyalty, although the mediating effect was smaller compared to the direct effect.
Co-Authors Rayesha Putra Baistama Revi Kristioni