Pengaruh E-ServQual dan Kepercayaan Konsumen Terhadap Loyalitas Pengguna Dengan Kepuasan Konsumen Sebagai Variabel Mediasi Pada Layanan Ojek Online Lokal di Kabupaten Pamekasan
DOI:
https://doi.org/10.35870/jemsi.v12i5.7755Keywords:
E-ServQual, Consumer Trust, Customer Satisfaction, User Loyalty, Local Ride-HailingAbstract
The development of digital technology has encouraged the emergence of various online transportation services, including local ride hailing such as Jasku in Pamekasan. In facing competition in the transportation sector, digital service quality and consumer trust are important factors in creating customer satisfaction and user loyalty. This study aims to analyze the effect of E-ServQual and consumer trust on user loyalty with customer satisfaction as a mediating variable in the local ride hailing Jasku in Pamekasan. This study employed a quantitative approach with an associative research design. The sampling technique used purposive sampling with a total sample of 100 respondents. Data were collected through questionnaires and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with the assistance of SmartPLS software. The results indicate that E-ServQual and consumer trust have a positive and significant effect on customer satisfaction. However, E-ServQual, consumer trust, and customer satisfaction do not have a significant effect on user loyalty. In addition, customer satisfaction is unable to mediate the effect of E-ServQual and consumer trust on user loyalty. These findings indicate that Jasku user loyalty is influenced by other factors beyond the research model.
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