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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS)
Muhammad Dharma Tua Putra Nasution
Universitas Pembangunan Panca Budi
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Social Sciences Other

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Grabbike User Loyalty In Medan: Is Brand Engagement And Quality Perception Decisive? Gilbert Powell Eklesia Manik; Muhammad Dharma Tua Putra Nasution
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 14 No 1 (2026): Januari
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v14i1.8956

Abstract

This study aims to examine the influence of brand engagement and perceived quality on customer loyalty in the context of GrabBike, a digital ride-hailing service in Medan, Indonesia. The research focuses on understanding the extent to which emotional and functional dimensions drive customer loyalty within digital service ecosystems. The study adopts an explanatory quantitative approach using a structured survey. Primary data were collected from 78 active GrabBike users in Medan. The data were analyzed using multiple linear regression via SPSS version 26, preceded by validity, reliability, and classical assumption tests. The results indicate that brand engagement significantly influences customer loyalty (β = 1.015; p < 0.01), whereas perceived quality does not show a significant partial effect (β = 0.032; p = 0.881). However, both variables jointly have a significant effect, as reflected by an F-value of 24.992 (p < 0.001) and an Adjusted R² of 0.384. The findings suggest that customer loyalty in digital services is shaped more by emotional engagement than by perceptions of service quality alone. Therefore, service providers like GrabBike should enhance brand engagement through personalized, participatory communication strategies and long-term user interaction. This study contributes to the literature on customer loyalty in digital services by highlighting the limited direct role of perceived quality and reinforcing brand engagement as a key determinant. It also adds value by exploring a geographically underrepresented urban setting—Medan—as a case study outside Java Island.
ANALYSIS OF SERVICE QUALITY AND PRICE PERCEPTION ON CUSTOMER LOYALTY WITH PERCEIVED VALUE AS A MEDIATING VARIABLE AMONG VISITORS OF VILLA STAR HOMESTAY TAKENGON Yulia; Erwansyah Erwansyah; Muhammad Dharma Tua Putra Nasution
Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS) Vol. 9 No. 1 (2026): Jurnal Ilmiah Akuntansi, Manajemen, dan Ekonomi Islam (JAM-EKIS)
Publisher : Universitas Muhammadiyah Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36085/jam-ekis.v9i1.9431

Abstract

This study examines the effects of service quality and price perception on customer loyalty, with perceived value serving as a mediating variable among visitors to Villa Star Homestay Takengon. The research is motivated by the growing importance of understanding the determinants of customer loyalty in the hospitality sector amid intensifying competition and rising expectations for service excellence and price fairness. Employing a quantitative approach, data were collected from 155 guests and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS. The findings indicate that service quality does not directly influence customer loyalty but significantly affects perceived value. In contrast, price perception has a positive and significant impact on both perceived value and customer loyalty. Furthermore, perceived value significantly mediates the relationships between service quality, price perception, and customer loyalty. These results highlight perceived value as a key mechanism linking service and pricing factors to loyalty formation. Theoretically, this study reinforces Value-Based Marketing and Price Fairness Theory by emphasizing the strategic importance of perceived value. Practically, it offers managerial implications for hospitality businesses, suggesting that enhancing perceived value through superior service and fair pricing can effectively strengthen long-term customer loyalty.
Co-Authors Erwansyah Erwansyah Gilbert Powell Eklesia Manik Yulia