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

Punang Biru Vicramaditya

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.


Keywords


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

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DOI: http://dx.doi.org/10.14414/jbb.v10i2.2379

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