The Influence of E-Service Quality on Customer Satisfaction and Loyalty in Online Transportation Applications

Revi Kristioni (Department of Management, Faculty of Economics and Business, Universitas Tarumanagara, Jakarta)
Rayesha Putra Baistama (Universitas Telkom)
Indra Widjaja (Department of Management, Faculty of Economics and Business, Universitas Tarumanagara, Jakarta)

Jurnal Ekonomi
Vol. 30 No. 1 (2025): Maret 2025

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.