Vol. 10 No. 2 (2020), Articles
Vol. 10 No. 2 (2020) Pages 325-341

Pengaruh E-service quality, kualitas informasi dan perceived value terhadap loyalitas pelanggan melalui kepuasan pelanggan grabbike

Punang Biru Vicramaditya
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
DOI: 10.14414/jbb.v10i2.2379
Published 2021-04-14
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Keywords

E-service quality
Information quality
Perceived value
Customer loyalty
Customer satisfaction
Partial least square

How to Cite

Vicramaditya, P. B. (2021). Pengaruh E-service quality, kualitas informasi dan perceived value terhadap loyalitas pelanggan melalui kepuasan pelanggan grabbike. Journal of Business & Banking, 10(2), 325-341. https://doi.org/10.14414/jbb.v10i2.2379
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Abstract

This study aims to determine the effect of electronic service quality, information quality,
and perceived value on customer loyalty through online motorcycle taxi customer
satisfaction. This study used GrabBike as the subject and the dfata were analyzed using
a quantitative analysis by using SmartPLS 3. The data were obtained by purposive
sampling technique and the researchers distributed the questionnaires via google form to
154 GrabBike customers as the respondents. The results indicated that e-service quality
and perceived value have a positive and signifcant effect directly on customer satisfaction
and customer loyalty, while information quality has a positive and signifcant effect
on customer satisfaction but negative and they insignifcant affect customer loyalty.
The results of the indirect effect test show that e-service quality, information quality
and perceived value have a positive and signifcant effect on customer loyalty through
customer satisfaction. Implications of this study was that online motorcycle taxi should
improve its information quality so that customers are safe and comfortable that will lead
to satisfaction and loyalty.

References

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