UI/UX and E-Service Factors That Affect User Satisfaction and Loyalty in Online Transportation Using D&M Model

This study aims to investigate the influence of User Interface (UI), User Experience (UX), and E-Service on User Satisfaction and Loyalty in the context of online transportation applications. This research focuses on several variables such as Ease of Use (EOU) and Reliability (RY) in context of UI/UX as a part of System Quality; Relevance (RV) and Understandability (U) in context of UI/UX as a part of Information Quality; Privacy (P) and Efficiency (E) in context of E-Service as part of Service Quality. The sample size comprises 398 respondents from Indonesia, mostly based in The Greater Jakarta Region, determined using the Krejcie calculation formula. Employing the Delone & McLean research model. The study adopts a purposive sampling technique and employs SEM-SmartPLS tool version 4 for analysis. The findings indicate that all 6 variables proposed: Ease of Use (2.146), Reliability (2.024), Relevance (3.678), Understandability (2.959), Privacy (2.566) and Efficiency (4.612), are positively influencing User Loyalty through User Satisfaction. Among the 6 variables examined, Efficiency, Relevance, and Understandability emerged as the 3 most influential contributors to User Satisfaction and Loyalty.