THE EFFECT OF E-SERVICE QUALITY, PERCEIVED VALUE, E-CUSTOMER SATIFACTION ON E-CUSTOMER LOYALTY FOR JABODETABEK INDONESIA ONLINE MOTORCYCLE TRANSPORTATION USERS

Abstrak

Seiring dengan kemajuan teknologi dan mobilitas yang terus berkembang, pelayanan transportasi motor online saat ini menjadi bagian penting dari rutinitas keharian penduduk perkotaan, khususnya di wilayah Jabodetabek. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh e-service quality dan Perceived value terhadap e-customer loyalty dengan menggunakan variabel Intervening. Penelitian ini menggunakan 200 responden penggunaan layanan transportasi motor online di Jabodetabek Indonesia. Analisis data dalam penelitian ini menggunakan SEM-PLS. Kesimpulan pada penelitian ini menunjukkan bahwa e-service quality berpengaruh positif terhadap e-customer satifaction. perceived value berpengaruh positif terhadap e-customer satifaction. e-customer satifaction berpengaruh positif terhadap e-customer loyalty. E-service quality berpengaruh positif terhadap e-customer loyalty. Perceived value berpengaruh positif terhadap e-customer loyalty. E-service quality berpengaruh positif terhadap e-customer loyalty melalui e-customer satisfaction. Perceived value berpengaruh positif terhadap e e-customer loyalty melalui e-customer satifaction. Pada penelitian berikutnya peneliti menyarankan untuk dapat memperluas wilayah penelitian dan mencari objek dibidang lainnya. Penelitian diharapkan dapat meningkatkan kualitas layanan, nilai yang diberikan kepada pelanggan, dan kepuasan pelanggan dalam menghadapi persaingan yang semakin ketat.

Along with technological advances and growing mobility, online motorcycle transportation services are now an important part of the daily routine of urban residents, especially in the Jabodetabek area. This study aims to determine how the influence of e-service quality and Perceived value on e-customer loyalty using Intervening variables. This study uses 200 respondents who use online motorcycle transportation services in Jabodetabek, Indonesia. Data analysis in this study used SEM-PLS. The conclusion of this study shows that e-service quality has a positive effect on e-customer satisfaction. perceived value has a positive effect on e-customer satisfaction. e-customer satisfaction has a positive effect on e-customer loyalty. E-service quality has a positive effect on e-customer loyalty. Perceived value has a positive effect on e-customer loyalty. E-service quality has a positive effect on e-customer loyalty through e-customer satisfaction. Perceived value has a positive effect on e-customer loyalty through e-customer satisfaction. In future studies, researchers suggest expanding the research area and looking for objects in other fields. Research is expected to improve service quality, the value provided to customers, and customer satisfaction in the face of increasingly fierce competition.