Department of Management, Faculty of Economics and Business, Universitas Udayana, Indonesia.
Research Article
World Journal of Advanced Research and Reviews, 2024, 23(03), 2113–2124
Article DOI: 10.30574/wjarr.2024.23.3.2422
Received on 01 July 2024; revised on 15 September 2024; accepted on 18 September 2024
The purpose of this study is to explain the role of customer satisfaction in mediating e-service quality and brand trust on reuse intention in the Traveloka application. The theories used are the Techlonogy Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). This research is a type of quantitative research that is associative in nature. The population in this study are all Traveloka application users who have transacted at least three (3) times in one year. The sampling technique used purposive sampling with a total sample member of 205 respondents. Respondent data collection was carried out by distributing questionnaires. The data analysis technique in this study used PLS-based SEM. The results showed that all variables had a positive and significant effect. Customer satisfaction acts as a partial mediation in mediating the effect of e-service quality and brand trust on reuse intention on the Traveloka application. The results of this study can provide an empirical contribution about the relationship between the variables of e-service quality, brand trust, customer satisfaction, and reuse intention for the development of the Technology Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). Traveloka management can implement a marketing strategy that emphasizes service quality and information accuracy to increase customer intention to reuse the Traveloka application.
Reuse Intention; E-Service Quality; Brand Trust; Customer Satisfaction
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Ni Putu Devighita Tasya Maharani, I Putu Gde Sukaatmadja, I Gst. Ayu Ketut Giantari and Gede Suparna. Mediation of customer satisfaction: E-service quality, brand trust, and reuse intention. World Journal of Advanced Research and Reviews, 2024, 23(3), 2113-2124. Article DOI: https://doi.org/10.30574/wjarr.2024.23.3.2422