The Analysis of E-service Quality, Customer Trust, Perceived Value, and Behavioral Intention on Online Transportation in Surabaya
DOI:
https://doi.org/10.9744/ijbs.1.1.1-10Keywords:
Online transportation, behavior intention, e-service quality, customer trust, perceived valueAbstract
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.
References
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Siau, K., & Shen, Z. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91–94. https://doi.org/10.1145/641205.641211
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer Trust , Value , and Loyalty in Relational Exchange. Journal of Marketing, 66(January), 15–37. https://doi.org/10.1509/jmkg.66.1.15.18449
Srivastava, K., & Sharma, N. K. (2013). Service Quality, Corporate Brand Image, and Switching Behavior: The
Mediating Role of Customer Satisfaction and Repurchase Intention. Services Marketing Quarterly, 34(4), 274–291. https://doi.org/10.1080/15332969.2013.827020
Stone, M. (1974). Cross-Validatory Choice and Assessment of Statistical Predictions. Journal of the Royal Statistical Society, 36(2), 111–147. https://doi.org/10.2307/2984809
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value. The Development of a, 6(2), 167–190. https://doi.org/http://dx.doi.org/10.1108/17506121211243086
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30(5–6), 314–331. https://doi.org/10.1016/j.telpol.2005.10.003
Wang, Y., Lo, H. P., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3), 169–182. https://doi.org/10.1108/09604520410528590
Wu, H.-L., Liu, C.-Y., & Hsu, W.-H. (2008). An integrative model of customers’ perceptions of health care services in Taiwan. The Service Industries Journal, 28(9), 1307–1319. https://doi.org/10.1080/02642060802230130
Wu, L. Y., Chen, K. Y., Chen, P. Y., & Cheng, S. L. (2014). Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research, 67(1), 2768–2776. https://doi.org/10.1016/j.jbusres.2012.09.007
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31. https://doi.org/10.2307/1251929
Zhou, T., Lu, Y., & Wang, B. (2009). The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior. Dx.Doi.Org, 26(4), 327–337. https://doi.org/10.1080/10580530903245663
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910–925. https://doi.org/10.1108/03090560510601833
Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866–875. https://doi.org/10.1016/j.jbusres.2006.01.021
Bonsón Ponte, E., Carvajal-Trujillo, E., & Escobar-Rodríguez, T. (2015). Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents. Tourism Management, 47, 286–302. https://doi.org/10.1016/j.tourman.2014.10.009
Brady, M. K., Robertson, C. J., & Cronin, J. J. (2001). Managing behavioral intentions in diverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers. Journal of International Management, 7(2), 129–149. https://doi.org/10.1016/S1075-4253(00)00041-7
Chen, C. F., & Tsai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator. Tourism Management, 29(6), 1166–1171. https://doi.org/10.1016/j.tourman.2008.02.019
Choudhury, K. (2015). Service quality and customers’ behavioural intentions. Asia Pacific Journal of Marketing and Logistics, 27(5), 735–757. https://doi.org/10.1108/APJML-02-2015-0025
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Dagger, T. S., & Sweeney, J. C. (2007). Service Quality Attribute Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions? Journal of Service Research, 10(1), 22–42. https://doi.org/10.1177/1094670507303010
Gefen, D., & Straub, D. (2003). Managing User Trust in B2C e-Services. E-Service Journal, 2(2), 7–24. https://doi.org/10.2979/ESJ.2003.2.2.7
GEISSER, S. (1974). A predictive approach to the random effect model. Biometrika, 61(1), 101–107. https://doi.org/10.1093/biomet/61.1.101
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. Vectors. https://doi.org/10.1016/j.ijpharm.2011.02.019
Kim, H. W., Xu, Y., & Gupta, S. (2012). Which is more important in Internet shopping, perceived price or trust? Electronic Commerce Research and Applications, 11(3), 241–252. https://doi.org/10.1016/j.elerap.2011.06.003
Kotler, P., & Armstrong, G. (2010). Principles of Marketing. World Wide Web Internet And Web Information Systems. https://doi.org/10.2307/1250103
Lee, G.-G., & Lin, H.-F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management Online Information Review Internet Research, 33(4), 161–176. https://doi.org/10.1108/09590550510581485
Lien, C. H., Wen, M. J., & Wu, C. C. (2011). Investigating the relationships among E-service quality, perceived value, satisfaction, and behavioral intentions in Taiwanese online shopping. Asia Pacific Management Review, 16(3), 211–223. https://doi.org/10.5539/ijbm.v7n7p141
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734. https://doi.org/10.5465/AMR.1995.9508080335
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-Qual. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Park, J., Lee, J., Lee, H., & Truex, D. (2012). Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services. International Journal of Information Management, 32(5), 459–468. https://doi.org/10.1016/j.ijinfomgt.2012.02.005
Patterson, P. G. (2004). A contingency model of behavioural intentions in a services context. European Journal of Marketing, 38(9/10), 1304–1315. https://doi.org/10.1108/03090560410548997
Pavlou, P. a. (2003). Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model. International Journal of Electronic Commerce, 7(3), 69–103. https://doi.org/10.1.1.86.7139
Ratnasingham, P., & Kumar, K. (2000). Trading partner trust in electronic commerce participation. In ICIS (pp. 544–552). Retrieved from http://portal.acm.org/citation.cfm?id=359811
Razak, N. S. A., Marimuthu, M., Omar, A., & Mamat, M. (2014). Trust and Repurchase Intention on Online Tourism Services among Malaysian Consumers. Procedia - Social and Behavioral Sciences, 130, 577–582. https://doi.org/10.1016/j.sbspro.2014.04.067
Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233–246. https://doi.org/10.1108/09604520310476490
Siau, K., & Shen, Z. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91–94. https://doi.org/10.1145/641205.641211
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer Trust , Value , and Loyalty in Relational Exchange. Journal of Marketing, 66(January), 15–37. https://doi.org/10.1509/jmkg.66.1.15.18449
Srivastava, K., & Sharma, N. K. (2013). Service Quality, Corporate Brand Image, and Switching Behavior: The
Mediating Role of Customer Satisfaction and Repurchase Intention. Services Marketing Quarterly, 34(4), 274–291. https://doi.org/10.1080/15332969.2013.827020
Stone, M. (1974). Cross-Validatory Choice and Assessment of Statistical Predictions. Journal of the Royal Statistical Society, 36(2), 111–147. https://doi.org/10.2307/2984809
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value. The Development of a, 6(2), 167–190. https://doi.org/http://dx.doi.org/10.1108/17506121211243086
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30(5–6), 314–331. https://doi.org/10.1016/j.telpol.2005.10.003
Wang, Y., Lo, H. P., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3), 169–182. https://doi.org/10.1108/09604520410528590
Wu, H.-L., Liu, C.-Y., & Hsu, W.-H. (2008). An integrative model of customers’ perceptions of health care services in Taiwan. The Service Industries Journal, 28(9), 1307–1319. https://doi.org/10.1080/02642060802230130
Wu, L. Y., Chen, K. Y., Chen, P. Y., & Cheng, S. L. (2014). Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research, 67(1), 2768–2776. https://doi.org/10.1016/j.jbusres.2012.09.007
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31. https://doi.org/10.2307/1251929
Zhou, T., Lu, Y., & Wang, B. (2009). The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior. Dx.Doi.Org, 26(4), 327–337. https://doi.org/10.1080/10580530903245663
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2018-06-07
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Petra IJBS (e-ISSN: 2621-6426) is published by Master of Management program, School of Business and Management, Petra Christian University, Indonesia (MM SBM PCU).
