The Impact Of Electronic Service Quality, Trust, And Customer Satisfaction On Repurchase Intention (A Case Study of the Maxim Application)

Abstract

The digital transformation in the transportation sector has led to a wave of service innovations, including the growing adoption of ride-hailing applications such as Maxim. This study explores how the quality of e-services influences customer trust and their intention to reuse the application, with a particular focus on the mediating role of user satisfaction. Using a quantitative approach and structural modeling techniques, the study engaged respondents with firsthand experience using the Maxim app to assess their perceptions of digital service dimensions such as reliability, responsiveness, and ease of use. The findings reveal that perceived service quality plays a vital role in shaping user satisfaction, which in turn fosters greater trust and loyalty toward the platform. Although service quality alone does not directly lead to increased trust, user satisfaction emerges as a critical bridge that drives repurchase intention. These insights underscore the importance of user experience strategies centered on satisfaction to enhance customer retention in digital service platforms. This research offers strategic implications for digital service providers aiming to develop technology-driven solutions that are not only efficient but also capable of fostering long-term customer relationships.