The Impact of Customer Involvement, Service Quality on Loyalty Mediated by Satisfaction in Online Ordering Services

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Service quality and perceived value significantly impact loyalty in online motorcycle taxi services, highlighting their importance.
Satisfaction acts as a significant mediator between service quality, perceived value, and loyalty, confirming its central role.
Customer involvement does not significantly influence satisfaction or loyalty, suggesting it may not be a driver in this context.
The study sampled 170 online motorcycle taxi users in Batam City, providing insights into customer behavior in this sector.

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Quantitative study shows service quality and brand image significantly boost loyalty in online ordering, implying satisfaction is crucial.

Hasan et al. (2025) studied this question.

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Quantitative study shows service quality and brand image significantly boost loyalty in online ordering, implying satisfaction is crucial.