Pengaruh E-Service Quality, E-Trust Terhadap E-Loyality Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Transportasi Online Grab

M. Sulhan ; Fani Dwi Rahma
Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen... 📅 2023 Vol 1, No 4 🔗 DOI: 10.61132/manuhara.v1i4.179
Abstract
Current technological developments can develop very rapidly and this causes changes in people's lifestyles. With the presence of the internet, not only marketing- based businesses but also developing online transportation services such as Grab, which provides online transportation services to consumers. This needs to be considered as a service provider to maintain the loyalty of service users. This study aims to determine the effect of e-service quality and e-trust on e-loyalty through customer satisfaction on users of grab transportation services. This research was conducted in the community in the district Kecamatan Pandaan who uses grab transportation services in 2023. The data collection technique used is a questionnaire which is distributed online via Google Form. The selection of the sample used in the study was 100 respondents using the purposive sampling method, which is a sampling technique in which the people selected as samples are in accordance with the purpose of conducting research on data management, this research was conducted using the path analysis method (Path Analysis). Based on the results of this study it can be seen that e-service quality has a positive and significant effect on satisfaction, e-trust has a positive and significant effect on satisfaction, e-service quality has a positive and significant effect on e- loyalty, there is no significant relationship between e-trust directly to e-loyalty, and satisfaction has a positive and significant effect on e-loyalty
Keywords
E-Service Quality; E-Trust; E-Loyalty; Satisfaction
How to Cite

M. Sulhan & Fani Dwi Rahma (2023). Pengaruh E-Service Quality, E-Trust Terhadap E-Loyality Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Transportasi Online Grab. Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis, 1(4). https://doi.org/10.61132/manuhara.v1i4.179

M. Sulhan; Fani Dwi Rahma, "Pengaruh E-Service Quality, E-Trust Terhadap E-Loyality Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Transportasi Online Grab," Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis, vol. 1, no. 4, 2023.

M. Sulhan; Fani Dwi Rahma. "Pengaruh E-Service Quality, E-Trust Terhadap E-Loyality Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Transportasi Online Grab." Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis, vol. 1, no. 4, 2023.

M. Sulhan; Fani Dwi Rahma. "Pengaruh E-Service Quality, E-Trust Terhadap E-Loyality Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Transportasi Online Grab." Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis 1, no. 4 (2023).

M. Sulhan & Fani Dwi Rahma (2023) 'Pengaruh E-Service Quality, E-Trust Terhadap E-Loyality Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Transportasi Online Grab', Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis, 1(4). doi: 10.61132/manuhara.v1i4.179.

M. Sulhan; Fani Dwi Rahma. Pengaruh E-Service Quality, E-Trust Terhadap E-Loyality Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Transportasi Online Grab. Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis. 2023;1(4).

Artikel Terkait

Pengaruh Brand Trust Memediasi Electronic Word of Mouth terhadap Purchase Intention pada Brand Fashion Hamata Studios

I Putu Bintang Pramesta Ardhyan; Tjokorda Gde Raka Sukawati

Analisis Pengaruh Digital Marketing terhadap Nilai Perusahaan dengan Profitabilitas sebagai Variabel Mediasi: Studi pada Perusahaan Kosmetik yang terdaftar di Bursa Efek Indonesia

Nugrah Leksono Putri Handayani; Poppy Fitrijanti Soeparan; Mohammad Hidayatul Holili

Integrasi Teknologi dalam Transformasi SDM dan Analisis Data Karyawan

Hairul Hairul; Maulana Jauhari; Rifky Gismanyan; Irfan Hafidz Muhyiddin; Mada Aditia Wardhana

Fenomena Utang Digital: Mengupas Peran Fintech, Lifestyle, dan Self-Control dalam Perilaku Utang Milenial berdasarkan Gender

Zulfa Zakiatul Hidayah; Erin Soleha

Analisis NPL, CAR, dan NIM dalam Mempengaruhi ROA melalui BOPO pada PT. Bank Rakyat Indonesia Tbk

Silfi Oktariyani; Fauzia Nurul Fitri

Integrasi Human Resource (HR) Analytics sebagai Strategi dalam Meningkatkan Pengalaman Karyawan

Azmil Indillah Suwandi; Imariana Nur Mutiara; Qoonita Nurhasanah; Afrian Bintang Putra; Mada Aditia Wardhana
Tren Sitasi Jurnal