-, Ernesto Fitriano
PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER
SATISFACTION DAN CUSTOMER LOYALTY PADA APLIKASI
TRANSPORTASI ONLINE MAXIM.
Jurnal Inovtek Polbeng Seri Informatika.
ISSN 2527-9866
Abstract
One of the third largest taxi companies in Russia, Maxim has expanded its operations in
Indonesia since 2018, providing online transportation services including taxis, ojek, and cars.
Responses to Maxim's services have been mixed, considered a solution to public transportation needs
especially in remote areas. However, there are still customer complaints regarding the quality of the
Maxim app's e-service in the App Store and Play Store review sections. Of course, this requires an
applicable and quality service. The study aims to explore the impact of e-service quality on customer
satisfaction and loyalty towards the Maxim app. This quantitative study involves a sample of 100
Maxim service users at UIN SUSKA RIAU, selected using purposive sampling, a form of nonprobability sampling. Structural Equation Modeling (SEM) and AMOS 23 software are used for
analysis. The analysis reveals that while e-service quality significantly influences customer
satisfaction (7.592), it does not have a significant impact on customer loyalty (-1.185). However,
customer satisfaction significantly affects customer loyalty (1.967) and acts as a mediator between eservice quality and customer loyalty (1.140). Future researchers are encouraged to explore additional
dependent variables and include broader variables related to service quality for a more comprehensive
understanding.
Actions (login required)
 |
View Item |
