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

  • Anindya Selviana Putrianti
  • Hatane Semuel Petra Christian University
Keywords: Online transportation, behavior intention, e-service quality, customer trust, perceived value


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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