Problem-Solving Ability and Responsiveness as Drivers of Satisfaction and Repeat Usage in Digital Travel Services

Abstract

This study investigates the effect of perceived problem-solving ability and responsiveness on customer satisfaction and repurchase intention in digital travel services, with customer satisfaction as a mediating variable. A quantitative causal-associative design was applied, involving 250 Alma Ata University students who had used the Traveloka application more than once. Data were collected through an online questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results show that perceived problem-solving ability significantly and positively affects customer satisfaction, while responsiveness has a significant negative effect. Customer satisfaction is also found to negatively affect repurchase intention. Mediation analysis confirms that satisfaction mediates the effects of perceived problem-solving ability and responsiveness on repurchase intention with opposite directions. Theoretically, this study extends the Theory of Planned Behavior in the digital service context, while practically it suggests that online booking platforms should emphasize both responsiveness and service stability. The novelty lies in revealing a paradox where high satisfaction may reduce repurchase intention in Indonesia’s digital travel service industry.