Sharing economy has attracted global attention with the growing popularity of sharingapplications such as motorcycles and cars. People receive two types of services when using onlinetransportation services, namely online services in the form of applications and offline services in the form of drivers, vehicles, and other conventional service aspects. Based on this description, research is needed that can serve as a reference to combine online service quality and offline service quality in one study. The purpose of this study is to analyze the effect of online service quality and offline service quality on customer trust and satisfaction and its impact on customer loyalty. The objects of this research are online service quality, offline service quality, customer trust, customer satisfaction and customer loyalty. The unit of analysis of this research is online transportation customers in the Jakarta, Bogor, Depok, Tangerang and Bekasi areas. The data analysis technique used is Structure Equation Modeling (SEM). The data in this study were obtained by distributing questionnaires to online transportation customers. The sample taken was 411 respondents in the Jabodetabek area using purpose sampling and snowball sampling techniques. The research procedure carried out is divided into preliminary research consisting of research model development and questionnaire material development followed by validity and reliability testing of questionnaire materials and main research, namely the Goodness of Fit test and hypothesis testing. The results of factor confirmatory analysis of question items representing the five variables, namely the variable factors of online service quality (IS Success Model), offline service quality (Service Quality), customer satisfaction, customer trust and customer loyalty show that the question items have high validity and reliability, it can be concluded that all indicators in this study have met the requirements of SEM analysis. The results of the mathematical equation show that online service quality and offline service quality simultaneously affect both customer trust and customer quality, and trust and satisfaction simultaneously affect customer loyalty. The partial hypothesis test results when viewed from the p-value mean that all partial hypotheses are accepted. The findings in this study are combining online service quality variables from Delone & McLean's theory (D&M IS Success Model, 2003) with offline service quality from Parasuraman, Zeithaml & Berry's theory (ServQual, 1988).

Economic Reporting.