The Analysis of E-service Quality, Customer Trust, Perceived Value, and Behavioral Intention on Online Transportation in Surabaya

PUTRIANTI, ANINDYA SELVIANA and Semuel, Hatane (2018) The Analysis of E-service Quality, Customer Trust, Perceived Value, and Behavioral Intention on Online Transportation in Surabaya. International Journal of Business Studies (Petra IJBS), Vol.1 (No. 1). pp. 1-10. ISSN e-ISSN 2621-6426

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Abstract

The current number of motor vehicles in Indonesia increased very rapidly and impacted the traffic jam. Therefore, it was expected that with the increasing use of public transportation can reduce congestion problems. Competition in the transportation industry is gotten competitive, so there is an innovation with mobile applications. But to make consumers want to use online transportation applications, companies must understand about consumer behavior. Measurement of behavioral intention is the best way to predict consumer buying behavior in the future. In this study, we wanted to know the factors that affect the behavioral intention of online transportation consumers in Surabaya. This research used causal quantitative research method. Based on the results of research conducted on 240 respondents found that e-service quality, trust and perceived value correlated significantly and positively to behavior intention. E-service quality is the most influential factor in building behavior intention compared to the other two factors.

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