THE INFLUENCE OF SERVICE QUALITY, TRUST AND SATISFACTION ON INDRIVER APPLICATION CUSTOMER LOYALTY

Abstract

The latest technology has encouraged innovation in the transportation sector, especially online transportation which offers ease of ordering and time efficiency. Indriver, along with competitors such as Gojek, Grab, and Maxim, is a major player in app-based transportation services. The diversity of service offerings from these companies provides comprehensive alternatives for users, meeting their daily travel needs more effectively. This research aims to analyze the influence of service quality, trust and customer satisfaction on customer loyalty in the Indriver application. This research uses a quality approach with regression analysis and hypothesis testing with the help of SPSS 25.0 tools. The research results show that Service Quality has a significant effect on Loyalty. This shows that the loyalty of Indriver application users is quite considerate. Trust does not have a significant effect on Loyalty. Satisfaction has a significant effect on Loyalty. This shows that the satisfaction of Indriver application users influences their loyalty to Indriver. Finally, Service Quality, Trust, and Satisfaction simultaneously influence Loyalty.