The Influence of Price, Electronic Word of Mouth (EWOM), E-Service Quality on Customer Loyalty Using Maxim Online Transportation in Jakarta

Authors

  • Silla Macripah Faculty of Transportation and Logistics System, Institut Transportasi dan Logistik Trisakti, Indonesia
  • Idha Nurmaulidya Faculty of Transportation and Logistics System, Institut Transportasi dan Logistik Trisakti, Indonesia
  • Yana Tatiana Faculty of Transportation and Logistics System, Institut Transportasi dan Logistik Trisakti, Indonesia
  • Nunuh Nunuh Faculty of Transportation and Logistics System, Institut Transportasi dan Logistik Trisakti, Indonesia

DOI:

https://doi.org/10.38035/jim.v3i4.2110

Keywords:

Price, Electronic Word of Mouth, E-Service Quality, Customer Loyalty

Abstract

This study aims to analyze and prove the influence of Price, Electronic Word of Mouth, and E-service Quality and their impact on customer loyalty in Maxim online transportation services. Utilizing a quantitative research methodology, data was collected through surveys of Maxim’s users. The research population in this study are customers of Maxim's online transportation services in Jakarta. The sampling technique uses purposive sampling with a total sample of 100 respondents. The data analysis method used SPSS 29. The study results show that Price and Electronic Word of Mouth (eWOM) do not influence customer loyalty. Meanwhile, E-Service Quality has a positive and significant influence on Maxim customer loyalty in Jakarta. Simultaneously, the variables Price, Electronic Word of Mouth (eWOM), and E-Service Quality have a positive and significant influence on Maxim customer loyalty in Jakarta.

References

Ahmudin, A., & Ranto, D. W. P. (2023). Pengaruh Harga, Word of Mouth dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan Telkomsel di Yogyakarta. Jurnal E-Bis, 7(1), 158–168. https://doi.org/10.37339/e-bis.v7i1.1112

Alchalidy, W., Lubis, P. H., & Utami, S. (2020). The Effect of Electronic Service Quality on Customer Loyalty Through Customer Satisfaction of GO - JEK Application Users in Banda Aceh. 3(1), 95–103.

Andriani, N., & Aisyah, S. (2024). The Influence of E-Service Quality , Price Perception , and Sales Promotion on Customer Loyalty Through Customer Satisfaction on the Gojek Application. 14(January 2015), 59–75. https://doi.org/10.21927/jesi.3124.3483

Anggraini, Fifin; Budiarti, A. (2020). Pengaruh Harga , Promosi , Dan Kualitas Pelayanan Terhadap Loyalitas …. 08, 86–94.

Aprileny, Imelda ; Rochim,Afzahur; Apri Emarawati, J. (2022). Pengaruh Kualitas Pelayanan , Harga dan Kepercayaan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan. 31(02), 60–76.

Farisi salman;, & Siregar, Q. R. (2020). Pengaruh Harga dan Promosi Terhadap Loyalitas Pelanggan Pengguna Jasa Transportasi Online di Kota Medan Salman Farisi Qahfi Romula Siregar. 3(1), 148–159.

Gabrielle Margaret Lay, A., & Marvianta, Y. A. (2022). Pengaruh Kualitas Layanan, Electronic Word of Mouth (E-Wom), Dan Citra Merek Terhadap Kepuasan Dan Loyalitas Pada Pelanggan Aplikasi Marketplace). Jurnal Bangun Manajemen, 1(2), 90–99. https://doi.org/10.56854/jbm.v1i2.99

Ginting, S. T. U. A., Siahaan, L. M., & Si, M. (2024). PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN PADA TOKO BEN ’ S LAUNDRY MEDAN. 1, 35–44.

Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. 3(September), 171–180.

Insani, N. A., & Madiawati, P. N. (2020). Pengaruh Kualitas Pelayanan , Harga dan Promosi terhadap Loyalitas Pelanggan GoFood di Kota Bandung. 4(3), 112–122.

Ita Rahmawati, Lailatus Sa’adah, & Rahmania Hidayatus Sholikah. (2023). Pengaruh E-Service Quality, Persepsi Harga dan Promosi Penjualan Terhadap Loyalitas Pelanggan Grab di Universitas KH. A. Wahab Hasbullah. Jurnal Manajemen dan Ekonomi Kreatif, 1(3), 200–217. https://doi.org/10.59024/jumek.v1i3.128

Kadek, L., Martini, B., Widiastuti, N. P., Sri, K., Prabawathi, W., Tinggi, S., & Runata, B. (2023). Digital Marketing Dan Peranan Electronic Word of Mouth Serta Inovasi Produk Pariwisata Pengaruhnya Terhadap Loyalitas Wisatawan Di Museum Geopark Batur Kintamani. Journal of Applied Management Studies (JAMMS), 4(2), 112–124.

Kristin Gulo, E. P. (2022). The Effect of Service Quality, Price, and Promotion on Ojek Online (Case Study on Grab Customers in Tangerang City). 5(41), 225–237.

Kurniawan, A., Marlinah, L., & Noverha, Y. (2024). The Role of Satisfaction Customers as Mediator of the Influence of E-Service Quality and Perceived Price on Customer Loyalty in Gojek Online Transportation Services. 6(2). https://doi.org/10.56338/ijhess.v6i2.5103

Lesmini, L., Suryobuwono, A. A., Fernanda, C., & Khoerudin, A. (2023). The Influence Of E-Service Quality On Customer Loyalty Mediated By Customer Experience And Customer Engagement On An E-Commerce Platform. 5778.

Lonan, J. F., Ogi, I. W. J. M., & Karuntu, M. (2023). Pengaruh Persepsi Harga, Kualitas Produk Dan Keragaman Produk Terhadap Loyalitas Konsumen Melalui Aplikasi Tokopedia (Studi Mahasiswa Di Feb Unsrat). Jurnal EMBA, 11(3), 102–112.

Majid, A. A. Al, & Sumadi. (2022). Pengaruh Electronic Word of Mouth dan Brand Image terhadap Sikap dan Minat Beli Konsumen Pakaian Pada E-Commerce di Yogyakarta. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 01(03), 24–38. https://journal.uii.ac.id/selma/index

Maxim. (2023). Maxim Ekspansi Jangkauan Layanan, Tambah 11 Kota di Indonesia. https://id.taximaxim.com/bn-bd/2093-jakarta/blog/2023/01/2106-maxim-ekspansi-jangkauan-layanan-tambah-11-kota-di-indonesia/

Muka, R. M., Road, R., Suhud, U., Muka, R. M., Road, R., Muka, R. M., & Road, R. (2021). International Journal of Business and Social Science Research. January 2020, 16–26. https://doi.org/10.47742/ijbssr.v2n2p3

Putri Hidayatullah, Dwi; Asteria, B. (2024). PENGARUH KUALITAS LAYANAN , BRAND AMBASSADOR. 09, 17–30.

Rafii’, M., & Fadhlurrahman. (2022). Pengaruh Electronic Word of Mouth Terhadap Loyalitas Konsumen Yang Dimedi-Asi Oleh Brand Image Dan Trust. Jurnal Manajemen Pemasaran Dan Perilaku Konsumen, 1(1), 122–131.

Rahayu, S., Limakrisna, N., & Purba, J. H. V. (2023). THE INFLUENCE OF PERCEIVED PRICE AND E-SERVICE QUALITY ON CUSTOMER SATISFACTION AND THEIR IMPACT ON CUSTOMER LOYALTY IN USING GO-JEK SERVICES IN DKI. 3(1), 132–151.

Rintasari, D., & Farida, N. (2020). PENGARUH E-TRUST DAN E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION Pendahuluan. IX(Iv), 539–547.

Subaebasni, S., Risnawaty, H., & Wicaksono, A. R. A. (2019). Effect of Brand Image , the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. 9(1), 90–97.

sugiarsih duki saputri, rini. (2019). TERHADAP LOYALITAS PELANGGAN GRAB SEMARANG. 10(1), 46–53.

Sugiyono. (2016). Metode penelitian kuantitatif, kualitatif dan R&D. Alfabeta, Bandung.

Wijaya, B., & Yulita, H. (2020). Effect of Emotional Experience , Electronic Word of Mouth , Reputation , Customer Satisfaction on Loyalty ( Empirical Study : Lion Air ). 1(4), 215–227.

Wilis, R. A., & Nurwulandari, A. (2020). The effect of E-Service Quality , E-Trust , Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of Traveloka ’ s Customer. 4(3), 1061–1099.

Wiludjeng, S., & Purwaningdyah, S. (2019). Pengaruh electronic word of mouth dan food quality terhadap keputusan pembelian. 19(November), 73–80.

Zufaldi, M., Evanita, S., & Septrizola, W. (2019). Pengaruh Daya Tarik Iklan , Harga dan Electronic Word of Mouth ( eWOM ) Terhadap Minat Pengguna Jasa Transportasi Online Grab di Kota Padang. 01, 380–387.

Downloads

Published

2025-01-26

How to Cite

Macripah, S., Nurmaulidya, I., Tatiana, Y., & Nunuh, N. (2025). The Influence of Price, Electronic Word of Mouth (EWOM), E-Service Quality on Customer Loyalty Using Maxim Online Transportation in Jakarta. Jurnal Ilmu Multidisiplin, 3(4), 550–563. https://doi.org/10.38035/jim.v3i4.2110

Issue

Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)

Section

Articles

License

Copyright (c) 2025 Silla Macripah, Idha Nurmaulidya, Yana Tatiana, Nunuh Nunuh

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

You are free to:

  • Share— copy and redistribute the material in any medium or format
  • Adapt— remix, transform, and build upon the material for any purpose, even commercially.

The licensor cannot revoke these freedoms as long as you follow the license terms.

Under the following terms:

  • Attribution— You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
  • No additional restrictions— You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

Notices:

  • You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation.
  • No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rightsmay limit how you use the material.
 

Most read articles by the same author(s)