Effect of e-service quality on e-loyalty

Abstract

Information and communication technology (ICT) is developing very rapidly, supported by the Internet and increasingly adequate connectivity so that digital transformation occurs in various aspects of life by giving birth to a new mindset and lifestyle, namely the digital lifestyle. One of the digital lifestyles that are currently trending is online transportation. Online transportation itself is a transportation service offered by transportation service providers that use a vehicle ordering system using smartphones, applications, and the Internet. Online transportation uses the application as a liaison between consumers or users with drivers and users can know in advance the fare or cost of their trip. This study aims to identify the service quality of the application (e-service quality), both according to service users and drivers, online transportation service user loyalty (e-loyalty), and measure the effect of e-service quality on e-loyalty. Data collection in this study was conducted by distributing a questionnaire involving 458 users of transportation services. Online in West Java. The study results are that the service quality of the applications currently used is sufficient, the level of loyalty of application users is relatively high, and e-service quality can increase the e-loyalty of online transportation service users.