The Effect of Application Quality on Traveloka’s Customer Loyalty Through Customer Trust

Dwi Septi Haryani; Sri Langgeng Ratnasari; Ranti Utami; Daeylen Beby

doi:10.14414/jebav.v28i3.5734

Vol. 28 No. 3 (2025), Articles

Vol. 28 No. 3 (2025) Pages 66-78

The Effect of Application Quality on Traveloka’s Customer Loyalty Through Customer Trust

Dwi Septi Haryani⁺⁻
Sri Langgeng Ratnasari⁺⁻
Ranti Utami⁺⁻
Daeylen Beby⁺⁻

Dwi Septi Haryani

STIE Pembangunan, Tanjungpinang, Kepulauan Riau, Indonesia

https://orcid.org/0000-0001-9772-5312

Sri Langgeng Ratnasari

Universitas Riau Kepulauan, Batam, Kepulauan Riau, Indonesia

Ranti Utami

STIE Pembangunan, Tanjungpinang, Kepulauan Riau, Indonesia

Daeylen Beby

STIE Pembangunan, Tanjungpinang, Kepulauan Riau, Indonesia

DOI: 10.14414/jebav.v28i3.5734

Published 25-08-2025

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Keywords

application quality
customer trust
customer loyalty
Traveloka

How to Cite

Haryani, D. S., Ratnasari, S. L., Utami, R., & Beby, D. (2025). The Effect of Application Quality on Traveloka’s Customer Loyalty Through Customer Trust. Journal of Economics, Business, & Accountancy Ventura, 28(3), 66-78. https://doi.org/10.14414/jebav.v28i3.5734

Abstract

The rapid growth of mobile-based travel services has intensified competition among digital travel platforms, making application quality and customer trust important for customer loyalty. This study examines the effect of Application Quality on Customer Loyalty through Customer Trust among Traveloka users in Indonesia. A quantitative cross-sectional survey involved 400 respondents selected through purposive sampling. Data were collected using a structured questionnaire and analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM) using SmartPLS 4. The measurement model met reliability and validity criteria, with Composite Reliability values of 0.815–0.835 and Average Variance Extracted (AVE) values of 0.609–0.647. The results show that Application Quality positively and significantly affects Customer Trust (β = 0.619, t = 17.888, p < 0.001), while Customer Trust positively and significantly affects Customer Loyalty (β = 0.582, t = 14.601, p < 0.001). Customer Trust also significantly mediates the relationship between Application Quality and Customer Loyalty (β = 0.361, t = 10.498, p < 0.001). The findings highlight Customer Trust as an important mechanism linking Application Quality to Customer Loyalty and provide practical implications for improving customer retention and sustainable competitive advantage.

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The Effect of Application Quality on Traveloka’s Customer Loyalty Through Customer Trust

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