Building Jakarta’s Global-City Advantage via Super-App Mobility
Pathways from Accessibility and Value to Tourist Loyalty
Keywords:
super-app integration, perceived accessibility, destination image, tourist engagement, revisit intention, PLS-SEMAbstract
This study examines the impact of the quality of integration of a mobility super-app on tourists' judgments and loyalty in a megacity context. Grounded in a Stimulus–Organism–Response perspective, we investigate a sequential process linking super-app integration to perceived accessibility, destination image, perceived value, tourist engagement, and loyalty, while also examining the roles of safety and security, as well as technology readiness. Survey data from 419 recent visitors to Jakarta who used a mobility super-app were analysed via a two-stage PLS-SEM procedure with bootstrapping and blindfolding. Integration quality increased perceived accessibility (β = 0.559, p < 0.001) and perceived value (β = 0.300, p < 0.001). Perceived accessibility strongly improved the destination image (β = 0.797, p < 0.001), but did not directly increase perceived value; instead, the destination image predicted perceived value (β = 0.564, p < 0.001). Perceived value drove tourist engagement (β=0.610, p<0.001) and, together with engagement, underpinned loyalty (value→loyalty: β=0.204, p=0.046; engagement→loyalty: β=0.539, p<0.001). Safety and security strengthened engagement (β = 0.254, p < 0.001), but showed no direct effect on value. Technology readiness did not significantly moderate the effects of integration on accessibility or value. Explained variance was substantive (R²: perceived value=0.737; engagement=0.789; loyalty=0.604) with positive predictive relevance. The findings reposition destination image as the cognitive bridge, converting mobility affordances into value judgments, while safety primarily energizes engagement. Practically, investments in tighter integration, trustworthy real-time information, legible routing, and seamless payments can translate travel ease into value, engagement, and durable loyalty among urban visitors.
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