Purpose
This study aims to analyze the effect of service quality on trust, satisfaction and loyalty by adopting two models, namely, conventional service quality model from Parasuraman and information systems (IS) success model from Delone and McLean.
Design/methodology/approach
Respondents of this study were users of shared-motorcycle services who filled out a complete questionnaire totaling 507. This research used a second-order structural equation model. All question items had quite high reliability and validity based on the result of confirmatory factor analysis with a value of average variance extracted and composite reliability which was higher than 0.70. The goodness of fit was quite good with the values x2/df = 2.493, incremental fit index = 0.921, Tucker-Lewis index = 0.917, comparative fit index = 0.921 and root-mean-square error of approximation = 0.054.
Findings
Online and offline ride-sharing services reveal a strong and positive influence on trust and satisfaction. Trust reveals a strong and positive influence on satisfaction and loyalty. Finally, satisfaction reveals a strong and positive influence on loyalty. The research in general shows that the quality of offline service is more influential than the quality of online service in the case of ride-sharing service provided by two companies in Indonesia.
Research limitations/implications
The sampling frame of the research was diverse, including students of various collages and junior high schools, various private company workers and government employees. So, the results cannot be generalized to all populations especially to all Indonesian customers. It is recommended to increase the number of samples by focusing on the community groups of customers of public motorbikes, so that these groups can be compared. Next, the research finds that both service quality based on IS and service quality models reveal a strong and positive influence on loyalty both directly and indirectly.
Originality/value
The research uses respondents who use motorcycle services both online and offline. The findings of the research are important for online and offline ride-sharing motorbike service providers. They have to maintain their excellent services to the customers.
Perilaku cuci tangan merupakan strategi yang dilakukan demi menjaga diri dari paparan berbagai agen pencetus penyakit. Perubahan perilaku pada anak usia sekolah juga diperlukan, supaya anak sadar akan pentingnya cuci tangan yang baik sebagai cara pencegahan paparan covid-19. Tujuan penelitian ini adalah untuk mencari hubungan antara pengetahuan hidup bersih dan sehat dengan perilaku cuci tangan era pandemi di SDN 3 Sukaraja. Metode penelitian menggunakan survey analitik dengan pendekatan cross sectional. Populasi dalam penelitian ini adalah murid kelas IV dan V di SDN 3 Sukaraja, teknik pengambilan sampel menggunakan total sampling sebanyak 48 siswa, uji statistic yg digunakan yaitu teknik rank spearman. Hasil penelitian menemukan bahwa terdapat hubungan antara pengetahuan hidup bersih dan sehat dengan perilaku cuci tangan era pandemi di SDN 3 Sukaraja dengan p-value 0,01 (< 0,05). Siswa diharapkan bisa menerapkan cuci tangan dengan baik untuk mengurangi resiko terpapar covid-19 yang dapat membahayakan dirinya dan orang lain di sekitarnya.
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