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Antecedents and Consequence of Service Quality of Online Transportation
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The purpose of this study is to test speed of service, ease of use, reliability, enjoyment, privacy/safetyy, billing
system, and control of the self-service online transportation as of antecedents of service quality, and customer
loyalty intentions as of its consequence at once. A quantitative research design, using multiple regression
statistical techniques, facilitated the data analysis. The sample consisted of 176 sophomore students’ class 2020
from a private university in Jakarta, Indonesia who has basic knowledge of transportation and logistics. Data
were received through survey by using online questionnaire. The results indicated all antecedent variables have
positive and significant relationship with service quality. The best technological service predictor of service
quality is billing system with 41% adjusted R² and the smallest predictor is ease of use with 4% adjusted R².
Service quality variance can be explained 52% by all antecedent variables simultaneously, whereas loyalty
intentions variance is explained 22% by service quality.
Rr Endang Wahyuni - Personal Name
Deslida Saidah - Personal Name
Subandi - Personal Name
R. Joko Sugiharjo - Personal Name
Deslida Saidah - Personal Name
Subandi - Personal Name
R. Joko Sugiharjo - Personal Name
NONE
electronic file
2022
Jakarta
European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol.14, No.14, 2022
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