Membangun Loyalitas Pelanggan Berbasis E-Service Quality Dengan Mediasi Kepuasan Pelanggan (Studi pada Transportasi Online Grab-Car di Kota Medan)
Abstract
The purpose of this study was to analyze the effect of service quality on customer satisfaction, analyze the effect of service quality on customer loyalty, and analyze customer satisfaction on customer loyalty in Grab Online Transportation. This type of research is associative research, according to this associative, data tendencies are used in quantitative methods. This study uses 3 types of variables namely customer loyalty, satisfaction and quality of electronic services. The type of data used is primary data and secondary data. Data collection techniques used were interviews and questionnaires. The population of this study is the users of Grab online transportation services with the provisions that have used Grab transportation services more than twice. The sampling technique used was purposive sampling. For data analysis used Partial Least Square (PLS) based Structural Equation Modeling (SEM). The results of the study found that there was a positive and significant influence of e quality of service on Grab online transportation customer satisfaction, significant and significant positive contribution of e quality of service to Grab online transportation customer loyalty, and related positively and significantly of customer satisfaction to customer loyalty Grab online transportation.
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References
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Cheng, B.-L., & Rashid, M. Z. A. (2013). No TitleService Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry. Gadjah Mada International Journal of Business, 15(2), 99–112. https://doi.org/10.22146/gamaijb.5474
Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea. Internet Research, 18(3), 313–335. https://doi.org/10.1108/10662240810883335
Chou, P.-F., Lu, C.-S., & Chang, Y.-H. (2014). Effects of service quality and customer satisfaction on customer loyalty in highspeed rail services in Taiwan. Transportmetrica A: Transport Science, 10(10), 917–945. https://doi.org/10.1080/23249935.2014.915247
Cravens, D. W., & Piercy, N. F. (2013). Strategic Marketing (10th ed.). New York: McGraw-Hill International Edition.
David, D. (2018). Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Transportasi Online Grab. Jurnal AGORA, 6(2).
Dewi, P. S. A., & Suprapti, N. W. S. (2018). Membangun Loyalitas Pelanggan Melalui Kepuasan yang Dipengaruhi oleh Kualitas Produk, Persepsi Harga dan Citra Merek (Studi Pada Produk Smartphone Merek Oppo). Matrik : Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 12(2), 87–98. https://doi.org/10.24843/MATRIK:JMBK.2018.v12.i02.p01
Dharmesti, M. D. D., & Nugroho, S. S. (2012). The Antecedents of Online Customer Satisfaction and Customer Loyalty. The Business &Management Review, 3(1), 37–46.
Esmaeili, A. A., Manesh, M. A., & Golshan, E. (2013). Service Quality, Customer Satisfaction and Customer Loyaltyin RAJA Rail Transportation Company. International Research Journal of Applied and Basic Sciences, 5(3), 347–352.
Fauzi, A. A. (2018). Electronic Service Quality on Mobile Application of Online Transportation Services. Jurnal Manajemen Indonesia, 18(1), 13–27.
Gambo, M. K. K. (2016). Service Quality and Customer Satisfaction Among Domestic Air Passengers in Nigeria. International Journal of Business and Management Studies, 8(2), 32–49.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 24(2), 142–156. https://doi.org/10.1108/08876041011031118
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21–40.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer Repurchase Intention A General Structural Equation Model. European Journal of Marketing, 11(12), 1762–1800. https://doi.org/10.1108/03090560310495456
Ishaq, M. I. (2012). Perceived Value, Service Quality, Corporate Image and Customer Loyalty: Empirical Assessment From Pakistan. Serbian Journal of Management, 7(1), 25–36. https://doi.org/0.5937/sjm1201025I
Izogo, E. E., & Ogba, I.-E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250–269. https://doi.org/10.1108/IJQRM-05-2013-0075
Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science, 1(7), 253–260.
Joudeh, J. M. M., & Dandis, A. O. (2018). Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers. International Journal of Business and Management, 13(8), 108–120.
Khairani, I., & Hati, S. R. H. (2017). The Effects of Perceived Service Quality towards Customer Satisfaction and Behavioral Intentions in Online Transportation. International Journal of Humanities and Management Sciences (IJHMS), 5(1), 7–11.
Khan, A. A., Tareen, N. A. K., & Jadoon, S. (2018). Impact of SERVQUAL and Interaction Quality on Customer Satisfaction and Delight in Transportation Services. Journal of Scientific Research & Reports, 20(6), 1–11. https://doi.org/10.9734/JSRR/2018/25280
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). New Jersey: Pearson Education.
Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896. https://doi.org/10.1016/j.chb.2009.03.003
Laurent, F. (2016). Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Go-Jek Melalui Kepuasan Pelanggan. AGORA, 4(2), 95–100.
Leonnard, & Susilowati, E. (2018). Electronic Word of Mouth (E-Wom) of Transportation Application Consumers in Indonesia: Which Factors That Are Matter. Esensi: Jurnal Bisnis Dan Manajemen, 8(1), 79–88. https://doi.org/10.15408/ess.v8i1.6708.
Lin, M., & Dula, C. (2016). Grab Taxi: Navigating new frontiers. Asian Management Insights., 3(2), 40–45.
Lovelock, C. H., & Wright, L. K. (2007). Manajemen Pemasaran Jasa. Jakarta: PT Indeks.
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Published
2020-08-31
How to Cite
SARI, Maya et al.
Membangun Loyalitas Pelanggan Berbasis E-Service Quality Dengan Mediasi Kepuasan Pelanggan (Studi pada Transportasi Online Grab-Car di Kota Medan).
Matrik : Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan, [S.l.], p. 218 - 235, aug. 2020.
ISSN 2302-8890.
Available at: <https://ojs.unud.ac.id/index.php/jmbk/article/view/53652>. Date accessed: 19 nov. 2024.
doi: https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i02.p07.
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Articles
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