Electronic Service Quality On Mobile Application of Online Transportation Services

This study has two main objectives. The first objective is to outline the dimensions of electronic service quality on mobile application of online transportation services namely Go - Jek, Grab, and Uber in Indonesia . The second objective is to examin e the relationshi p of the electronic service quality with customer satisfaction and repurchase intention. Data collection from an online questionnaire of 149 respondents was used to examine the research model . Then, it was analyzed primarily using (PLS - SEM ). The results of the study indicate that all dimensions of electronic service quality namely information quality; application design; payment method; and security and privacy positively influence customer satisfaction. Meanwhile, customer satisfaction has significantly a direct effect on repurchase intention. Furthermore, the last section will discuss the practical implication of the research results . Keywords: Mobile application, Online transportation, Electronic service quality, Customer satisfaction, R epurchase intentio