Enhancement Reuse Interest Based on Quality of Gojek Application Services and Application User Experience

About this article

Submitted: May 29, 2025
Final Revised: Sep 15, 2025
Accepted: Dec 08, 2025
Published: Dec 30, 2025
Abstract view: 13
PDF Download: 1
Volumes: Vol. 3 No. 2 (2025) Pages 95-105
DOI: 10.63208/210113-183

PDF

License

Cite this article

Abstract

Gojek is a well-established transportation service brand in Indonesia, noted for its extensive array of services, competitive pricing, and the high level of convenience it provides for users. The purpose of this study was to analyze the effect of both application service quality and user experience on service reuse intention. Furthermore, it examined the role of user satisfaction as an intervening (or mediating) variable in this relationship. The research population was composed of Gojek users located in Semarang City. Utilizing an accidental sampling technique, the study successfully gathered data from 100 respondents. To analyze the relationships between the variables, the researchers employed Structural Equation Modeling (SEM). The analysis yielded several key findings. First, application service quality was shown to have a positive and significant impact on user satisfaction. In contrast, the application user experience was found to have no significant influence on user satisfaction. Regarding reuse intention, both application service quality and application user experience demonstrated a positive and significant influence. Finally, the study confirmed that user satisfaction also exerts a positive and significant influence on reuse intentions.

Keywords: Application Service Quality Application User Experience Reuse Intention User Satisfaction

References

Abdul Razak, T., Santhakumar, T., Mageswari, K., & Santhi, S. (2014). Studies on efficacy of certain neem products against Spodoptera litura (Fab.). Journal of Biopesticides, 7(1), 160–163.

Amoako, G. K., Caesar, L. D., Dzogbenuku, R. K., & Bonsu, G. A. (2023). Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110–130. https://doi.org/10.1108/JHTI-06-2021-0141

Amoako, G. K., Doe, J. K., & Neequaye, E. K. (2021). Online innovation and repurchase intentions in hotels: the mediating effect of customer experience. International Hospitality Review. https://doi.org/10.1108/ihr-02-2021-0008

Anita, M., Maria, K., & Endro, S. (2021). Customer Experience and Repurchase Intention in Multi-Channel: Customer Satisfaction as Mediating Variable. Journal of Industrial Distribution & Business, 12(3), 7–19.

Bello, K. B., Jusoh, A., & Md Nor, K. (2021). Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness. Social Responsibility Journal, 17(8), 1116–1130. https://doi.org/10.1108/SRJ-01-2020-0010

Chen, X., Huang, Q., & Davison, R. M. (2017). Economic and social satisfaction of buyers on consumer-to-consumer platforms: The role of relational capital. International Journal of Electronic Commerce, 21(2), 219–248. https://doi.org/10.1080/10864415.2016.1234285

Clewlow, R., & Mishra, G. (2017). Disruptive Transportation: The Adoption, Utilization, and Impacts of Ride-Hailing in the United States. Institute of Transportation Studies, 1–35.

Hussain. (2016). The mediating role of customer satisfaction : evidence from the airline industry Introduction. Asia Pacific Journal of Marketing and Logistics, 28(2), 234–255.

Kavitha, S., & Haritha, P. (2018). A Study on Customer Experience and its Relationship with Repurchase Intention among Telecom Subscribers in Coimbatore District. International Journal of Management Studies, V(3(3)), 83. https://doi.org/10.18843/ijms/v5i3(3)/11

Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029

Lee, W. I., Cheng, S. Y., & Shih, Y. T. (2017). Effects among product attributes, involvement, word-of-mouth, and purchase intention in online shopping. Asia Pacific Management Review, 22(4), 223–229. https://doi.org/10.1016/j.apmrv.2017.07.007

Mainardes, E. W., Coutinho, A. R. S., & Alves, H. M. B. (2023). The influence of the ethics of E-retailers on online customer experience and customer satisfaction. Journal of Retailing and Consumer Services, 70(June 2022), 103171. https://doi.org/10.1016/j.jretconser.2022.103171

Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty the case of Uganda airline industry. TQM Journal, 25(5), 520–532. https://doi.org/10.1108/TQM-11-2012-0092

Nurjannah, N., Erwina, E., Basalamah, J., & Syahnur, M. H. (2022). The Impact of E-CRM and Customer Experience on E-Commerce Consumer Loyalty Through Satisfaction in Indonesia. Mix: Jurnal Ilmiah Manajemen, 12(1), 56. https://doi.org/10.22441/jurnal_mix.2022.v12i1.005

Pranatika, D., & Albari. (2022). Pengaruh Pengalaman Pengguna dan Motivasi Hedonis terhadap Minat Pembelian Ulang Online. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 01(02), 92–105. https://journal.uii.ac.id/selma/index

Rohwiyati, R., & Praptiestrini, P. (2019). The Effect of Shopee e-Service Quality and Price Perception on Repurchase Intention: Customer Satisfaction as Mediation Variable. Indonesian Journal of Contemporary Management Research, 1(1), 47. https://doi.org/10.33455/ijcmr.v1i1.86

Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192

Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction : Supermarkets in Fiji. TQM Journal, 32(3), 543–558. https://doi.org/10.1108/TQM-07-2019-0187

Sombultawee, K., & Tansakul, T. (2023). The customer experience in Thailand’s multichannel retail environments. Asia-Pacific Journal of Business Administration, 15(1), 117–138. https://doi.org/10.1108/APJBA-08-2021-0427

Susanto, T. W. P., Sudapet, I. N., Subagyo, H. D., & Suyono, J. (2021). The Effect of Service Quality and Price on Customer Satisfaction and Repurchase Intention (Case Study at Crown Prince Hotel Surabaya). Quantitative Economics and Management Studies, 2(5), 288–297. https://doi.org/10.35877/454ri.qems325

Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer Satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106–120. https://doi.org/10.1287/serv.2016.0159

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing, 85(1), 31–41. https://doi.org/10.1016/j.jretai.2008.11.001

Weng, G. S., Zailani, S., Iranmanesh, M., & Hyun, S. S. (2017). Mobile taxi booking application service’s continuance usage intention by users. Transportation Research Part D: Transport and Environment, 57(October), 207–216. https://doi.org/10.1016/j.trd.2017.07.023

Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442–456. https://doi.org/10.1108/IJBM-01-2014-0015

Entrepreneurship and Innovation Review

Open Access