The Influence of E-Service Quality on Customer Loyalty Mediated by Customer Satisfaction for Grab Online Transportation Users in Bandung City
Azzam Tiar Busyeri (a*), Ratih Hurriyati (b), Bambang Widjajanta (c)

Faculty of Economics and Business Education, Indonesian University of Education

Abstract

At the beginning of 2015, we began to see many startups developing internet services in the form of online motorbike taxis. In this case, one of the service companies that provide online transportation services in Indonesia is Grab. However, in the midst of the growth in the transportation sector, it is not in line with what is experienced by Grab, it was noted that from 2019 to 2022 there was a decrease in users of online transportation services. From this phenomenon it can be seen that there has been a decrease in consumer loyalty, so to be able to increase it, Grab must improve service quality and increase satisfaction in order to create consumer loyalty. The aim of this research is to determine the effect of e-service quality on customer loyalty mediated by customer satisfaction. The research method uses quantitative methods with descriptive analysis. The research sample is 100 respondents with a purposive sampling technique. The results of the study show that customer satisfaction mediates e-service quality on customer loyalty. So it can be concluded by providing good service to consumers, it is expected to be able to create consumer satisfaction so that companies can increase their profits.

Keywords: E-Service Quality- Customer Loyalty- Customer Satisfaction

Topic: Marketing Management, Relationship Marketing, Service Marketing