Fauzi, Abu Amar (2018) Electronic Service Quality On Mobile Application of Online Transportation Services. Jurnal Manajemen Indonesia, 18 (1). pp. 13-27. ISSN 1411 - 7835
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Abstract
This study has two main objectives. The first objective is to outline the dimensions of electronic service quality on mobile application of online transportation services namely Go - Jek, Grab, and Uber in Indonesia . The second objective is to examin e the relationshi p of the electronic service quality with customer satisfaction and repurchase intention. Data collection from an online questionnaire of 149 respondents was used to examine the research model . Then, it was analyzed primarily using (PLS - SEM ). The results of the study indicate that all dimensions of electronic service quality namely information quality; application design; payment method; and security and privacy positively influence customer satisfaction. Meanwhile, customer satisfaction has significantly a direct effect on repurchase intention. Furthermore, the last section will discuss the practical implication of the research results . Keywords: Mobile application, Online transportation, Electronic service quality, Customer satisfaction, R epurchase intention
| Item Type: | Article |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.83 - MARKET RESEARCH |
| Divisions: | Lecturer |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 05 Dec 2018 04:15 |
| Last Modified: | 06 Jul 2019 04:02 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/3641 |
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