Electronic Service Quality On Mobile Application of Online Transportation Services

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

[img]
Preview
Text
Electronic Service Quality On Mobile Application of Online Transportation Services - Turnitin.pdf

Download (5MB) | Preview
[img]
Preview
Text
Electronic Service Quality On Mobile Application of Online Transportation Services - Peer Review Basuki.pdf

Download (647kB) | Preview
[img]
Preview
Text
Electronic Service Quality On Mobile Application of Online Transportation Services - Peer Review Soni Harsono.pdf

Download (615kB) | Preview
Official URL: http://journals.telkomuniversity.ac.id/ijm/article...

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 > 658 - GENERAL MANAGEMENT > 658.83 - MARKET RESEARCH
Divisions: Lecturer
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 05 Dec 2018 04:15
Last Modified: 06 Jul 2019 04:02
URI: http://eprints.perbanas.ac.id/id/eprint/3641

Actions (login required)

View Item View Item