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.
Downloads
Download data is not yet available.
References
Abdullah, F., Suhaimi, R., Saban, G., & Hamali, J. (2011). Bank Service Quality (BSQ) Index. International Journal of Quality & Reliability Management, 28(5), 542–555. https://doi.org/10.1108/02656711111132571
Ackaradejruangsri, P. (2015). Insights on GrabTaxi: An Alternative Ride Service in Thailand. Review of Intregrative Business & Economics Research, 4(3), 49–61.
Akbar, A. A., & Djatmiko, T. (2016). Pengaruh E-service Quality Terhadap E-customer Satisfaction Dan E-customer Loyalty Pada Lazada.co.id. EProceedings of Management, 3(1), 142–150.
Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, Trust and Costumer Satisfaction on Costumer Loyalty. ABAC Journal, 29(1), 24–38.
Akbar, S., Mat Som, A. P., Wadood, F., & Jamil Alzaidiyeen, N. (2010). Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty. International Journal of Business and Management, 5(6), 113–122. https://doi.org/10.5539/ijbm.v5n6p113
Ariff, M. S. M., Yun, L. O., Zakuan, N., & Ismail, K. (2013). The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking. In Procedia - Social and Behavioral Sciences (pp. 469 – 473). https://doi.org/10.1016/j.sbspro.2013.06.462
Azhar, M. E., & Jufrizen, J. (2017). The Analysis of The Tourist Loyalty Determinant In the Area of Toba Lake. International Journal of Recent Scientific Research, 8(10), 20826–20832.
Azhar, M. E., Jufrizen, J., Prayogi, M. A., & Sari, M. (2018). The Role Of Marketing Mix And Service Quality On Tourist Satisfaction And Loyalty At Samosir. Revista de Turism-Studii Si Cercetari in Turism, 26.
Azhar, M. E., Jufrizen, J., Prayogi, M. A., & Sari, M. (2019). Effect of Marketing Mix and Service Quality on Tourist Satisfaction. In Proceeding of The 3rd International Conference on Accounting, Business & Economics (UII-ICABE 2019) (pp. 133–140).
Aziza, K. S. (2017). Mengapa masyarakat lebih suka memilih transportasi “online”? Https://Money.Kompas.Com. Retrieved from https://money.kompas.com/read/2017/05/09/070000726/mengapa.masyarakat.lebih.suka.memilih.transportasi.online.
Barutcu, S. (2010). E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers. Ege Academic Review, 10(1), 15–35.
Basir, M., Modding, B., Kamase, J., & Hasan, S. (2015). Effect of Service Quality, Orientation Services and Pricing on Loyalty and Customer Satisfaction in Marine Transportation Services. International Journal of Humanities and Social Science Invention, 4(6), 1–6.
Bateson, J. E. G., & Hoffman, K. D. (2011). Services Marketing. Sydney: South-Western Cengage Learnin.
Bismo, A., Sarjono, H., & Ferian, A. (2018). The Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A Study of Grabcar Services in Jakarta. Pertanika Journal of Social Science and Humanities, 26(T), 33–48.
Budiartie, G. (2016, March). Tidak Sekadar Lebih Murah. Tempo Magazine, 90.
Casaló, L. V., Flavián, C., & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word‐of‐mouth in the e‐banking services. International Journal of Bank Marketing, 26(6), 399–417. https://doi.org/10.1108/02652320810902433
Chang, H. H., Wang, Y.-H., & Yang, W.-Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423–443. https://doi.org/10.1080/14783360902781923
Chase, R. B., Jacobs, F. R., & Aquilano, N. J. (2006). Operations Management for Competitive Advantage. (11th ed.). New York: MCGraw-Hill.
Chen, M.-H., Tsai, K.-M., Hsu, Y.-C., & Lee, K.-Y. (2013). E-service Quality Impact on Online Customer’s Perceived Value and Loyalty. China-USA Business Review, 12(5), 473–485.
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.
Murray, D., & Howat, G. (2002). The Relationship among Service Quality, Value, Satisfaction, and Future Intentions of Customer at an Australian Sports and Leisure Center. Sports Management Review, 5(1), 25–43. https://doi.org/10.1016/S1441-3523(02)70060-0
Nasution, M. I., Fahmi, M., Jufrizen, J., Muslih, M., & Prayogi, M. A. (2020). The Quality of Small and Medium Enterprises Performance Using the Structural Equation Model-Part Least Square (SEM-PLS). Journal of Physics: Conference Series, 1477(2020), 1–7. https://doi.org/10.1088/1742-6596/1477/5/052052
Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. New York: McGraw-Hill.
Palilati, A. (2007). Pengaruh Nilai Pelanggan, Kepuasan Terhadap Loyalitas Pelanggan Tabungan Perbankan di Sulawesi Selatan. JUrnal Manajemen Dan Kewirausahaan, 9(1), 73–81. https://doi.org/10.9744/jmk.9.1.pp.%2073-81
Panasea, I. G. N. O., & Suprapti, N. W. S. (2013). Peran Kepuasan dalam Memediasi Pengaruh Komunitas Merek Terhadap Loyalitas Pengguna Harley-Davidson di Kota Denpasar. Matrik : Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 7(2), 86–95.
Pasharibu, Y., Paramita, E. L., & Febrianto, S. (2018). Price, service quality and trust on online transportation towards customer satisfaction. Jurnal Ekonomi Dan Bisnis, 21(2), 240–264.
Pavlou, P., & Gefen, D. (2004). Building Effective Online Marketplaces with Institution-Based Trust. ICIS 2002 Proceedings., 15(1), 37–59. https://doi.org/10.1287/isre.1040.0015
Pudjarti, S., Nurchayati, N., & Putranti, H. R. D. (2019). Hubungan E-Service Quality Dan E-Loyalty Dengan E-Satisfaction Pada Konsumen Go-Jek dan Grab di Kota Semarang. Sosiohumaniora - Jurnal Ilmu-Ilmu Sosial Dan Humaniora, 21(3), 237–246.
Putra, F. W., & Sulistyawati, E. (2018). Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan (Studi pada Rumah Makan Bakmi Tungku di Kabupaten Badung). E-Jurnal Manajemen Unud, 7(1), 525–554. https://doi.org/10.24843/EJMUNUD.2018.v7.i01.p20
Putri, Y. A., Wahab, Z., & Shihab, M. S. (2018). The Effect of Service Quality and Brand Trust on Loyalty and the Intervening role of Customer Satisfaction in Transportation Online. International Journal of Scientific and Research Publications, 8(7), 369–376.
Putri, Y. A., Wahab, Z., Shihab, M. S., & Hanafi, A. (2018). The effect of service quality and brand trust on loyalty through customer satisfaction in transportation service Go-jek (go-ride) in Palembang City. Jurnal Manajemen Motivasi, 14(1), 24–31. https://doi.org/10.29406/jmm.v14i1.1028
Radiman, R., Gunawan, A., Wahyuni, S. F., & Jufrizen, J. (2018). The Effect of Marketing Mix, Service Quality, Islamic Values and Institutional Image on Students’ Satisfaction and Loyalty. Expert Journal of Marketing, 6(2), 95–105.
Radiman, R., Wahyuni, S. F., Jufrizen, J., Muslih, M., Gultom, D. K., & Farisi, S. (2018). Effect Of Marketing Mix, Service Quality, And University Image On Student Loyalty. In Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018. https://doi.org/10.4108/eai.8-10-2018.2288715
Rahayu. (2018). Impact of Service Quality, Customer Satisfaction and Word of Mouth on Loyalty. Journal of International Business and Economics, 6(1), 7–11. https://doi.org/10.15640/jibe.v6n1a2
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233–246. https://doi.org/10.1108/09604520310476490
Santoso, A., & Aprianingsih, A. (2017). The Influence of Perceived Service and E-Service Quality to Repurchase Intention the Mediating Role of Customer Satisfaction Case Study: Go-Ride in Java. Journal of Business and Management, 6(1), 32–43.
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330–343. https://doi.org/10.1108/17542731011035550
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e-service quality on online customer satisfaction and loyalty. Nankai Business Review International, 1(3), 273–283. https://doi.org/10.1108/20408741011069205
Silva, G. M., & Gonçalves, H. M. (2016). Causal recipes for customer loyalty to travel agencies: Differences between online and offline customers. Journal of Business Research, 69(11), 5512–5518. https://doi.org/10.1016/j.jbusres.2016.04.163
Spais, G. S., & Vasileiou, K. (2006). Path Modeling The Antecedent Factors To Consumer Repurchase Intentions For Advanced Technological Food Products: Some Correlations Between Selected Factor Variables”. Journal of Business Case Studies, 2(2), 45–72.
Tjiptono, F. (2012). Service Management Mewujdukan Pelayanan Prima. Yogyakarta: PT Andi Offset.
Venetis, K. A., & Ghauri, P. N. (2004). The importance of service quality on customer retention: an empirical study of business service relationships. European Journal of Marketing, 38(11/12), 1577–1598. https://doi.org/10.1108/03090560410560254
Wantara, P. (2015). The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services. International Journal of Economics and Financial Issues, 5(Special Issue), 264–269.
Wendha, A. A. A. P., Rahyuda, I. K., & Suasana, I. G. A. K. G. (2013). Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Garuda Indonesia Di Denpasar. MATRIK : Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 7(1), 19–28.
Yang, Z., & Fang, X. (2004). Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services. International Journal of Service Industry Management, 15(3), 302–326. https://doi.org/10.1108/09564230410540953
Yeh, Y. S., & Li, Y.-M. (2009). Building trust in m-commerce: contributions from quality and satisfaction. Online Information Review, 33(6), 1066–1086. https://doi.org/10.1108/14684520911011016
Zeithaml, V., Bitner, M. J., & Gremler, D. (2009). Services Marketing: Integrating Customer Focus Across the Firm. New York: McGraw – Hill, Irwin.
Ackaradejruangsri, P. (2015). Insights on GrabTaxi: An Alternative Ride Service in Thailand. Review of Intregrative Business & Economics Research, 4(3), 49–61.
Akbar, A. A., & Djatmiko, T. (2016). Pengaruh E-service Quality Terhadap E-customer Satisfaction Dan E-customer Loyalty Pada Lazada.co.id. EProceedings of Management, 3(1), 142–150.
Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, Trust and Costumer Satisfaction on Costumer Loyalty. ABAC Journal, 29(1), 24–38.
Akbar, S., Mat Som, A. P., Wadood, F., & Jamil Alzaidiyeen, N. (2010). Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty. International Journal of Business and Management, 5(6), 113–122. https://doi.org/10.5539/ijbm.v5n6p113
Ariff, M. S. M., Yun, L. O., Zakuan, N., & Ismail, K. (2013). The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking. In Procedia - Social and Behavioral Sciences (pp. 469 – 473). https://doi.org/10.1016/j.sbspro.2013.06.462
Azhar, M. E., & Jufrizen, J. (2017). The Analysis of The Tourist Loyalty Determinant In the Area of Toba Lake. International Journal of Recent Scientific Research, 8(10), 20826–20832.
Azhar, M. E., Jufrizen, J., Prayogi, M. A., & Sari, M. (2018). The Role Of Marketing Mix And Service Quality On Tourist Satisfaction And Loyalty At Samosir. Revista de Turism-Studii Si Cercetari in Turism, 26.
Azhar, M. E., Jufrizen, J., Prayogi, M. A., & Sari, M. (2019). Effect of Marketing Mix and Service Quality on Tourist Satisfaction. In Proceeding of The 3rd International Conference on Accounting, Business & Economics (UII-ICABE 2019) (pp. 133–140).
Aziza, K. S. (2017). Mengapa masyarakat lebih suka memilih transportasi “online”? Https://Money.Kompas.Com. Retrieved from https://money.kompas.com/read/2017/05/09/070000726/mengapa.masyarakat.lebih.suka.memilih.transportasi.online.
Barutcu, S. (2010). E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers. Ege Academic Review, 10(1), 15–35.
Basir, M., Modding, B., Kamase, J., & Hasan, S. (2015). Effect of Service Quality, Orientation Services and Pricing on Loyalty and Customer Satisfaction in Marine Transportation Services. International Journal of Humanities and Social Science Invention, 4(6), 1–6.
Bateson, J. E. G., & Hoffman, K. D. (2011). Services Marketing. Sydney: South-Western Cengage Learnin.
Bismo, A., Sarjono, H., & Ferian, A. (2018). The Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A Study of Grabcar Services in Jakarta. Pertanika Journal of Social Science and Humanities, 26(T), 33–48.
Budiartie, G. (2016, March). Tidak Sekadar Lebih Murah. Tempo Magazine, 90.
Casaló, L. V., Flavián, C., & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word‐of‐mouth in the e‐banking services. International Journal of Bank Marketing, 26(6), 399–417. https://doi.org/10.1108/02652320810902433
Chang, H. H., Wang, Y.-H., & Yang, W.-Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423–443. https://doi.org/10.1080/14783360902781923
Chase, R. B., Jacobs, F. R., & Aquilano, N. J. (2006). Operations Management for Competitive Advantage. (11th ed.). New York: MCGraw-Hill.
Chen, M.-H., Tsai, K.-M., Hsu, Y.-C., & Lee, K.-Y. (2013). E-service Quality Impact on Online Customer’s Perceived Value and Loyalty. China-USA Business Review, 12(5), 473–485.
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.
Murray, D., & Howat, G. (2002). The Relationship among Service Quality, Value, Satisfaction, and Future Intentions of Customer at an Australian Sports and Leisure Center. Sports Management Review, 5(1), 25–43. https://doi.org/10.1016/S1441-3523(02)70060-0
Nasution, M. I., Fahmi, M., Jufrizen, J., Muslih, M., & Prayogi, M. A. (2020). The Quality of Small and Medium Enterprises Performance Using the Structural Equation Model-Part Least Square (SEM-PLS). Journal of Physics: Conference Series, 1477(2020), 1–7. https://doi.org/10.1088/1742-6596/1477/5/052052
Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. New York: McGraw-Hill.
Palilati, A. (2007). Pengaruh Nilai Pelanggan, Kepuasan Terhadap Loyalitas Pelanggan Tabungan Perbankan di Sulawesi Selatan. JUrnal Manajemen Dan Kewirausahaan, 9(1), 73–81. https://doi.org/10.9744/jmk.9.1.pp.%2073-81
Panasea, I. G. N. O., & Suprapti, N. W. S. (2013). Peran Kepuasan dalam Memediasi Pengaruh Komunitas Merek Terhadap Loyalitas Pengguna Harley-Davidson di Kota Denpasar. Matrik : Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 7(2), 86–95.
Pasharibu, Y., Paramita, E. L., & Febrianto, S. (2018). Price, service quality and trust on online transportation towards customer satisfaction. Jurnal Ekonomi Dan Bisnis, 21(2), 240–264.
Pavlou, P., & Gefen, D. (2004). Building Effective Online Marketplaces with Institution-Based Trust. ICIS 2002 Proceedings., 15(1), 37–59. https://doi.org/10.1287/isre.1040.0015
Pudjarti, S., Nurchayati, N., & Putranti, H. R. D. (2019). Hubungan E-Service Quality Dan E-Loyalty Dengan E-Satisfaction Pada Konsumen Go-Jek dan Grab di Kota Semarang. Sosiohumaniora - Jurnal Ilmu-Ilmu Sosial Dan Humaniora, 21(3), 237–246.
Putra, F. W., & Sulistyawati, E. (2018). Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan (Studi pada Rumah Makan Bakmi Tungku di Kabupaten Badung). E-Jurnal Manajemen Unud, 7(1), 525–554. https://doi.org/10.24843/EJMUNUD.2018.v7.i01.p20
Putri, Y. A., Wahab, Z., & Shihab, M. S. (2018). The Effect of Service Quality and Brand Trust on Loyalty and the Intervening role of Customer Satisfaction in Transportation Online. International Journal of Scientific and Research Publications, 8(7), 369–376.
Putri, Y. A., Wahab, Z., Shihab, M. S., & Hanafi, A. (2018). The effect of service quality and brand trust on loyalty through customer satisfaction in transportation service Go-jek (go-ride) in Palembang City. Jurnal Manajemen Motivasi, 14(1), 24–31. https://doi.org/10.29406/jmm.v14i1.1028
Radiman, R., Gunawan, A., Wahyuni, S. F., & Jufrizen, J. (2018). The Effect of Marketing Mix, Service Quality, Islamic Values and Institutional Image on Students’ Satisfaction and Loyalty. Expert Journal of Marketing, 6(2), 95–105.
Radiman, R., Wahyuni, S. F., Jufrizen, J., Muslih, M., Gultom, D. K., & Farisi, S. (2018). Effect Of Marketing Mix, Service Quality, And University Image On Student Loyalty. In Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018. https://doi.org/10.4108/eai.8-10-2018.2288715
Rahayu. (2018). Impact of Service Quality, Customer Satisfaction and Word of Mouth on Loyalty. Journal of International Business and Economics, 6(1), 7–11. https://doi.org/10.15640/jibe.v6n1a2
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233–246. https://doi.org/10.1108/09604520310476490
Santoso, A., & Aprianingsih, A. (2017). The Influence of Perceived Service and E-Service Quality to Repurchase Intention the Mediating Role of Customer Satisfaction Case Study: Go-Ride in Java. Journal of Business and Management, 6(1), 32–43.
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330–343. https://doi.org/10.1108/17542731011035550
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e-service quality on online customer satisfaction and loyalty. Nankai Business Review International, 1(3), 273–283. https://doi.org/10.1108/20408741011069205
Silva, G. M., & Gonçalves, H. M. (2016). Causal recipes for customer loyalty to travel agencies: Differences between online and offline customers. Journal of Business Research, 69(11), 5512–5518. https://doi.org/10.1016/j.jbusres.2016.04.163
Spais, G. S., & Vasileiou, K. (2006). Path Modeling The Antecedent Factors To Consumer Repurchase Intentions For Advanced Technological Food Products: Some Correlations Between Selected Factor Variables”. Journal of Business Case Studies, 2(2), 45–72.
Tjiptono, F. (2012). Service Management Mewujdukan Pelayanan Prima. Yogyakarta: PT Andi Offset.
Venetis, K. A., & Ghauri, P. N. (2004). The importance of service quality on customer retention: an empirical study of business service relationships. European Journal of Marketing, 38(11/12), 1577–1598. https://doi.org/10.1108/03090560410560254
Wantara, P. (2015). The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services. International Journal of Economics and Financial Issues, 5(Special Issue), 264–269.
Wendha, A. A. A. P., Rahyuda, I. K., & Suasana, I. G. A. K. G. (2013). Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Garuda Indonesia Di Denpasar. MATRIK : Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 7(1), 19–28.
Yang, Z., & Fang, X. (2004). Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services. International Journal of Service Industry Management, 15(3), 302–326. https://doi.org/10.1108/09564230410540953
Yeh, Y. S., & Li, Y.-M. (2009). Building trust in m-commerce: contributions from quality and satisfaction. Online Information Review, 33(6), 1066–1086. https://doi.org/10.1108/14684520911011016
Zeithaml, V., Bitner, M. J., & Gremler, D. (2009). Services Marketing: Integrating Customer Focus Across the Firm. New York: McGraw – Hill, Irwin.
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: 23 apr. 2024.
doi: https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i02.p07.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
