JURNAL MANAJEMEN MOTIVASI
Vol 22 No 2 (2026): Jurnal Manajemen Motivasi

What Makes Customers Intend to Reuse Online Transportation Service? Evidence from West Java, Indonesia

Wahyudayanto Utama (Unknown)
Elvira Azis (Unknown)
Erni Martini (Unknown)

Article Info

Publish Date
03 Aug 2026

Abstract

This study examines the effect of service quality, word of mouth, and customer satisfaction on reuse intention among Gojek users. Service quality is reflected by four dimensions: tangibles, responsiveness, reliability, and assurance. Data were analyzed using partial least squares structural equation modeling (PLS-SEM) with 346 respondents from West Java, Indonesia, all of whom actively use the Gojek application. The results show that service quality, customer satisfaction, and word of mouth all directly and significantly influence reuse intention, with word of mouth exerting the strongest effect. Service quality also indirectly influences reuse intention through customer satisfaction and word of mouth. Keywords: Reuse Intention; Customer Satisfaction; Service Quality; Word of Mouth

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Journal Info
JURNAL MANAJEMEN MOTIVASI
Website

Abbrev

jm_motivasi

Publisher

Universitas Muhammadiyah Pontianak

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Jurnal Manajemen Motivasi (JMM) adalah Jurnal Ilmiah Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Pontianak yang diterbitkan secara berkala 2 (dua) kali dalam satu tahun (Juni dan Oktober) sebagai sarana untuk menyebarluaskan hasil penelitian dan ilmu pengetahuan di bidang ilmu manajemen ...