Research Paper
Year: 2021 | Month: March | Volume: 8 | Issue: 3 | Pages: 703-714
The Effect of E-Service Quality on Customer Loyalty with Customer Satisfaction as an Intervening Variable for Grab Services Users in Medan City
Raissa Nur Verina1, Endang Sulistya Rini2, Beby Karina F. Sembiring3
1Postgraduate Students, Department of Management, Faculty of Economics & Business, Universitas Sumatera Utara, Medan, Indonesia
2,3Postgraduate Lecturers, Department of Management, Faculty of Eco
Corresponding Author: Raissa Nur Verina
ABSTRACT
Online-based transportation services are a solution for urban communities, especially in big cities. Online transportation provides services to consumers by combining the real benefits of technology and taxis, which measures consumer satisfaction and loyalty with consumers' frequency using transportation services as a mobility tool. Grab is an online transportation service company that controls the online transportation market in Indonesia. Grab offers various features in its application by empowering partners. Therefore, this study aims to determine and analyze the effect of e-service quality on customer loyalty through customer satisfaction for Grab service users in Medan City. Using research data analysis techniques are path analysis and calculation assistance with software, SPSS version 23. The sample of this study was 100 residents of Madras Hulu. The research findings prove that e-service quality positively and significantly affects Grab Service's customer satisfaction in Medan City. E-service quality has a positive and significant effect on customer loyalty for Grab service users in Medan City, and Customer satisfaction has a positive and significant effect on customer loyalty for Grab service users in Medan City. E-service quality affects customer loyalty through customer satisfaction with Grab service users in Medan City.
Keywords: E-Service Quality, Customer Loyalty, Customer Satisfaction.
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