Linking Perceived Quality on Attitudinal and Behavioral Loyalty: An Evidence from Indonesian App-Based Transportation


This study investigated app-based transportation customers’ perception of quality, and its effect on satisfaction, attitudinal, and behavioral intention in the means-end theory perspective. A causal design survey was applied out of 90 customers from South Tangerang City, Province of Banten, Indonesia and the data were analyzed by
using Partial Least Square (PLS). The research finding indicated that the relationships between perceived quality, satisfaction, attitudinal and behavioral intention were confirmed. There was a positive significant relationship of environmental quality and customer satisfaction (β = 1.131; sig. = 0.000; CR > 2.0). Ambient condition contributed a higher influence on environmental quality than another indicator. Ambient condition
was defined as a nonvisual factor affecting consumer perceptions of service quality. Moreover, satisfaction also had a positive relationship of attitudinal and behavioral loyalty (β = 0.807; β = 0.743; sig = 0.000 and CR > 2.0). The indirect influence of service environmental quality on attitudinal and behavioral loyalty was also confirmed
through an intermediate variable of satisfaction (β = 0.912; β = 0.840; sig = 0.000 and CR > 2.0). The finding is worthwhile not only for companies, but also for the welfare of drivers who mostly come from low income groups. For the company, positive attitudinal and behavioral loyalty will increase market profitability and market share in the long run. As for drivers, this condition will provide job security and welfare guarantee.

Keywords: App-based transportation, Environmental quality, Satisfaction, Attitudinal loyalty, Behavioral loyalty

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