Total Service Quality Management And It’s Impact On Customer Satisfaction And Loyalty Of Online Transportation In Indonesia

By looking at internet-based business opportunities that are very promising, many business people try to combine the internet and transportation. The application of total service quality management in Online transportation is very important considering online transportation provided service to customer with digital based application in accordance with technological development. This study used all online transportation user in Pekanbaru as population and the number of sample was 150 respondents. Data analysis technique used was Structural Equation Modelling (SEM) using Partial Least Square (PLS). The result shows that TSQM has positive partial impact on customer satisfaction and customer loyalty. Another result also shows that customer satisfaction on online transportation has impact on customer loyalty. Which means the implementation of TSQM on online transportation provider must be concerned as an important strategy for management in order to increase customer satisfaction and customer loyalty.

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