The Effect of E-Service Quality on E-Loyalty Mediated by E-Satisfaction of Draiv Food Customers in Morowali Regency
Abstract
Online transport has experienced rapid growth in the digital age, changing the way people travel. These services are provided through digital platforms such as online taxis or ride-hailing, which have become the first choice for many customers. In Indonesia, the online transport sector is growing rapidly and has become a daily necessity for consumers. Platforms such as online taxis and online motorbike taxis have been present in various regions, including Morowali Regency in Central Sulawesi. Draiv Company is one of the popular ride-hailing applications in the area. Web-based services are also widely used in online transport, with the concept of relational marketing to maintain customer loyalty. Online service quality has a positive effect on customer satisfaction and e-loyalty. Customer e-satisfaction occurs when the performance of the services offered meets or even exceeds customer expectations, which in turn increases customer commitment.
References
Anderson, R. E., & Srinivasan, S. S. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing, 20(2), 123–138.
Al-Hawari, M. A., Ward, T., & Newby, M. (2009). The Impact Of E-Service Quality On Customer Satisfaction And Loyalty: A Study Of The Online Retailing In The UK. Journal of Retailing and Consumer Services, 16(6), 497-505. https://doi.org/10.1016/j.jretconser.2009.06.001
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1986). Consumer behavior. Dryden Press.
Hsin Chang, H., & Wang, H. W. (2011). The Moderating Effect Of Customer Perceived Value On Online Shopping Behaviour. Online Information Review, 35(3), 333-359.
Jeong, Y., & Lee, Y. (2010). A Study On The Customer Satisfaction And Customer Loyalty Of Furniture Purchaser In On?Line Shop. Asian Journal On Quality, 11(2), 146-156.
Kassim, N., & Asiah Abdullah, N. (2010). The Effect Of Perceived Service Quality Dimensions On Customer Satisfaction, Trust, And Loyalty In E?Commerce Settings: A Cross Cultural Analysis. Asia Pacific Journal Of Marketing And Logistics, 22(3), 351-371.
Kennedy, M. S., Ferrell, L. K., & LeClair, D. T. (2001). Consumers' Trust Of Salesperson And Manufacturer: An Empirical Study. Journal Of Business Research, 51(1), 73-86.
Kotler, P. (2000). Marketing Management, Millenium Edition, Prentice-Hall, Inc. A Pearson Education Company Upper Saddle River, New Jersey, 7458.
Kotler, P. (2004). Ten Deadly Marketing Sins: Signs And Solutions. John Wiley & Sons.
Kotler, P. (2005). The Role Played By The Broadening Of Marketing Movement In The History Of Marketing Thought. Journal of Public Policy & Marketing, 24(1), 114-116.
Liu, C., & Arnett, K. P. (2000). Exploring The Relationship Between Online Service Quality And Customer Satisfaction: A Study Of E-Commerce. Journal of Information Management, 38(2), 207-218. https://doi.org/10.1016/S0360-1315(00)00021-5
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). Relationships Among Customer Loyalty Programs, Service Quality, Relationship Quality And Loyalty: An Empirical Study. Chinese management studies, 5(2), 194-206.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A Multiple-Item Scale For Assessing Electronic Service Quality. Journal of service research, 7(3), 213-233.
Rauyruen, P., & Miller, K. E. (2007). Relationship Quality As A Predictor Of B2B Customer Loyalty. Journal of Business Research, 60(1), 21–31.
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.
Tjiptono, F. (2016). Service Marketing. CV. Andi Offset.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery Through Web Sites: A Critical Review Of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375. https://doi.org/10.1177/009207002236911
Copyright (c) 2024 Jurnal Sinar Manajemen
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
