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

Muhammad Fikar Ravsanjani (), Ratih Hurriyanti and Heny Hendrayati
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Muhammad Fikar Ravsanjani: Universitas Pendidikan Indonesia
Ratih Hurriyanti: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), 2025, pp 504-509 from Springer

Abstract: 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.

Keywords: Customer Satisfaction; Customer Loyalty; E-Service Quality (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-817-2_61

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