Antecedents and Consequence of Service Quality of Online Transportation

Abstract

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.

Keywords: Antecedents; Consequence; Service Quality; Loyalty Intentions; Online Transportation

DOI: 10.7176/EJBM/14-14-10

Publication date:July 31^st 2022