The Influence of e-Servqual and Financial Compensation on Driver Loyalty with Satisfaction as a Mediator

Authors

  • Benni Ahdiyana Pamungkas LSPR Institute of Communication and Business, Indonesia
  • Cristian Hadi Pranata LSPR Institute of Communication and Business, Indonesia

DOI:

https://doi.org/10.59141/jrssem.v5i2.1087

Keywords:

Driver, Loyalty, Satisfaction, e-Servqual, Financial Compensation

Abstract

Driver loyalty, as a crucial stakeholder component in the ride-hailing industry, plays a vital role in ensuring business continuity. This study aims to examine the effect of driver satisfaction on loyalty, as well as the influence of financial compensation and e-Servqual on driver satisfaction. The research adopts a positivist paradigm and employs a hypothetical-deductive approach. A quantitative method was applied through a single cross-sectional survey involving 178 respondents, selected using non-probability and purposive sampling techniques. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that both e-Servqual and financial compensation have a significant positive effect on driver satisfaction. Additionally, satisfaction significantly influences driver loyalty. This study contributes to addressing the research gap concerning driver loyalty, which remains underexplored within the context of Indonesia’s ride-hailing industry.

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Published

2025-09-13

How to Cite

Ahdiyana Pamungkas, B., & Hadi Pranata, C. (2025). The Influence of e-Servqual and Financial Compensation on Driver Loyalty with Satisfaction as a Mediator . Journal Research of Social Science, Economics, and Management, 5(2), 3208–3222. https://doi.org/10.59141/jrssem.v5i2.1087

Issue

Vol. 5 No. 2 (2025): Journal Research of Social Science, Economics, and Management

Section

Articles

License

Copyright (c) 2025 Benni Ahdiyana Pamungkas, Cristian Hadi Pranata

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