Antecedents of Customers Loyalty towards Go-Jek Service

Helmy Ilham Nugraha, Anas Hidayat, Putra Endi Catyanadika, Sri Rejeki Ekasasi

Abstract


Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.


Keywords


e-service quality; website design; reliability; customer satisfaction; customer loyalty

Full Text:

PDF

References


Bressolles, G., & Durrieu, F. (2011). Service quality, customer value and satisfaction relationship revisited for online wine websites. 6th AWBR International Conference. France: Bordeaux Management School.

Chervany, D. H. (2002). What trust means in e-ecommerce customeer relationships? An interdisciplinary conceptual typology. Internet Journal Electronic Commerce, 6(2), 35-59.

Choi, K., Lee, H., Kim, C., & Lee, S. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. Journal of Services Marketing, 140-149.

Eriksson, K., Kerem, K., & Nilsson, D. (2005). Customer acceptance of internet banking in Estonia. International Journal of Bank Marketing, 23(2), 200-16.

Fassnacht, M., & Koese, I. (2006). Quality of electronic services: conceptualizing and testing a hierarchical model. Journal of service research, 9(1), 19-37.

Ghozali, I., & Fuad. (2005). Structural Equation Modeling: Teori, Konsep, dan Aplikasi. Semarang: Badan Penerbit Universitas Diponegoro.

Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis 7th ed. New Jersey: Prentice Hall.

Heizer, J., & Render, B. (2011). Operations management 10th edition. Upper Saddle River: Pearson.

Johnson, D. M. (1997). Customer orientation & market action. Englewood Cliffs, New Jersey: Prentice Hall International Inc.

Kock, N. (2018). Minimum sample size estimation in PLS-SEM: an application in tourism and hospitality research. In Applying partial least squares in tourism and hospitality research. Emerald Publishing Limited.

Lee, J., Kim, H., Ko, Y., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 54-63.

Li, H., & Suomi, R. (2009). A proposed scale for measuring e-service quality. International Journal of u-and e-Service, Science and Technology, 2(1), 1-10.

Liu, C., Atnett, K. P., & Litecky, C. (2000). Design quality of websites for electronic commerce: fortune 1000 webmasters’ evaluations. Electronic Marketers, 10(2), 120-129.

Lou, J. T., McGoldrick, P., Beatty, S., & Keeling, K. A. (2006). On-screen characters: their design and influence on consumer trust. Journal of Services Marketing, 2(2), 112-24.

Michaelidou, N., & Christodoulides, G. (2011). Antecedents of attitude and intention towards counterfeit symbolic and experiential products. Journal of Marketing Management, 976-991.

Oliver, R. L. (1996). Varieties of Value in the Consumption Satisfaction Response. In K. P. Corfman & J. G. Lynch Jr. (Eds.), NA - Advances in Consumer Research, (23rd ed., pp. 143-147). Provo, UT: Association for Consumer Research.

Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). ES-QUAL: a multiple-item scale for assessing electronic service quality. Journal of service research, 213-233.

Pavilia, P. (2009). The role of trust in e-commerce relational exchange. Information and Management, 46(2), 213-220.

Savitri, E. (2016). The Effect of Taxpayer Awareness, Tax Socialization, Tax Penalties, Compliance Cost at Taxpayer Compliance with Service Quality as Mediating Variable. Procedia-Social and Behavioral Sciences, 219, 682-687.

Setiawan, M. B., & Ukudi. (2007). Pengaruh Kualitas Layanan, Kepercayaan & Komitmen terhadap Loyalitas Nasabah. Jurnal Bisnis & Ekonomi (JBE), 14(2).

Van Riel, C., & Balmer, J. (1997). Corporate identity: the concept, its measurement and management. European journal of marketing, 340-355.

Walfinbarger, M., & Gilly, M. G. (2003). e-TailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-98.

Wu, I. L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33(1), 166-176.

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.




DOI: http://dx.doi.org/10.35917/tb.v21i2.188

Refbacks

  • There are currently no refbacks.




Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License. ISSN 1411-6375. joomla visitors View My Stats