Work

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

Year: 2025

Type: article

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.

Source: Jurnal Ekonomi

DOI: 10.24912/je.v30i1.2848

Authors: Revi Kristioni, Rayesha Putra Baistama, Indra Widjaja

Institutions: Tarumanagara University, Telkom University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4408913471

FWCI: 1.27

Cites: 16

Cited by: 1

Related to: 10