Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)

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The Influence of E-Service Quality on Customer Loyalty Mediated by Customer Satisfaction Among App-Based Transportation Users in West Java, Indonesia

Authors
Muhammad Fikar Ravsanjani1, *, Ratih Hurriyanti1, Heny Hendrayati1
1Universitas Pendidikan Indonesia, Bandung, Indonesia
*Corresponding author. Email: fikarpikaroo@upi.edu
Corresponding Author
Muhammad Fikar Ravsanjani
Available Online 12 September 2025.
DOI
10.2991/978-94-6463-817-2_61How to use a DOI?
Keywords
Customer Satisfaction; Customer Loyalty; E-Service Quality
Abstract

This article comprehensively delves into and analyzes the factors influencing Grab users, particularly in West Java, regarding their retention and the services Grab provides to its customers. Through an analytical approach, this research aims to serve as a reference for maintaining and enhancing customer satisfaction, customer loyalty, and e-service quality. The method employed is quantitative, classified as a cross-sectional or one-shot study. Validity and reliability tests are conducted, and data are analyzed using the Ordinary Least Squares (OLS) technique. Descriptive analysis of the data obtained regarding e-service quality, customer satisfaction, and customer loyalty collectively indicates a very high category. E-service quality significantly and positively influences customer satisfaction; e-service quality significantly and positively influences customer loyalty, and customer satisfaction influences customer loyalty. After conducting the research analysis, the results show that customer satisfaction mediates the relationship between e-service quality and customer loyalty. This demonstrates that consumer satisfaction with the quality of service provided impacts the increase in consumer loyalty.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
12 September 2025
ISBN
978-94-6463-817-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-817-2_61How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Muhammad Fikar Ravsanjani
AU  - Ratih Hurriyanti
AU  - Heny Hendrayati
PY  - 2025
DA  - 2025/09/12
TI  - The Influence of E-Service Quality on Customer Loyalty Mediated by Customer Satisfaction Among App-Based Transportation Users in West Java, Indonesia
BT  - Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
PB  - Atlantis Press
SP  - 504
EP  - 509
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-817-2_61
DO  - 10.2991/978-94-6463-817-2_61
ID  - Ravsanjani2025
ER  -