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The Influence of E-Service Quality on Customer Loyalty Mediated by Customer Satisfaction Among App-Based Transportation Users in West Java, Indonesia

In: Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)

Author

Listed:
  • Muhammad Fikar Ravsanjani

    (Universitas Pendidikan Indonesia)

  • Ratih Hurriyanti

    (Universitas Pendidikan Indonesia)

  • Heny Hendrayati

    (Universitas Pendidikan Indonesia)

Abstract

This article comprehensively delves into and analyzes the factors influencing Grab users, particularly in West Java, regarding their retention and the services Grab provides to its customers. Through an analytical approach, this research aims to serve as a reference for maintaining and enhancing customer satisfaction, customer loyalty, and e-service quality. The method employed is quantitative, classified as a cross-sectional or one-shot study. Validity and reliability tests are conducted, and data are analyzed using the Ordinary Least Squares (OLS) technique. Descriptive analysis of the data obtained regarding e-service quality, customer satisfaction, and customer loyalty collectively indicates a very high category. E-service quality significantly and positively influences customer satisfaction; e-service quality significantly and positively influences customer loyalty, and customer satisfaction influences customer loyalty. After conducting the research analysis, the results show that customer satisfaction mediates the relationship between e-service quality and customer loyalty. This demonstrates that consumer satisfaction with the quality of service provided impacts the increase in consumer loyalty.

Suggested Citation

  • Muhammad Fikar Ravsanjani & Ratih Hurriyanti & Heny Hendrayati, 2025. "The Influence of E-Service Quality on Customer Loyalty Mediated by Customer Satisfaction Among App-Based Transportation Users in West Java, Indonesia," Advances in Economics, Business and Management Research, in: Ratih Hurriyati & Sulastri Sulastri & Lisnawati Lisnawati & Lili Adi Wibowo (ed.), Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), pages 504-509, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-817-2_61
    DOI: 10.2991/978-94-6463-817-2_61
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