dc.contributor.advisor | Baga, Lukman Mohammad | |
dc.contributor.advisor | Yanuar, Rahmat | |
dc.contributor.author | Khairunissa, Kalula | |
dc.date.accessioned | 2023-10-25T07:48:24Z | |
dc.date.available | 2023-10-25T07:48:24Z | |
dc.date.issued | 2023 | |
dc.identifier.uri | http://repository.ipb.ac.id/handle/123456789/128286 | |
dc.description.abstract | Online food delivery merupakan salah satu bentuk implementasi teknologi yang telah melekat pada aktivitas sehari-hari masyarakat. Di Indonesia, salah satu layanan online food delivery yang sudah tersedia adalah GrabFood. Namun, dengan persaingan yang kompetitif, GrabFood harus bisa terus menjaga dan meningkatkan e-service quality yang dimiliki agar dapat menjaga kepuasan dan loyalitas konsumennya. Penelitian ini dilakukan terhadap responden sebanyak 139 orang yang dipilih dengan menggunakan teknik non-probabilty sampling yaitu purposive sampling. Teknik yang digunakan dalam analisis data adalah SEM-PLS untuk melihat hubungan antar variabel dan analisis deskriptif untuk menjelaskan karakteristik responden. Dari hasil penelitian ditemukan bahwa e-service quality berpengaruh secara positif dan signifikan terhadap kepuasan dan loyalitas pelanggan. Selain itu, kepuasan pelanggan berpengaruh secara positif dan signifikan terhadap loyalitas pelanggan. Serta, kepuasan pelanggan dapat memediasi pengaruh e-service quality terhadap loyalitas pelanggan dengan bentuk mediasi yaitu mediasi parsial. GrabFood perlu terus untuk memperhatikan dan memelihara e-service quality yang dimiliki, terutama pada dimensi efisiensi, agar dapat mempertahankan dan meningkatkan kepuasan dan loyalitas pelanggannya. | id |
dc.description.abstract | Online food delivery is a form of technology application that is implanted
in people's daily activities. In Indonesia, one of the available online food delivery services is GrabFood. However, with fierce competition, GrabFood must be able to continue to maintain and improve the quality of its e-services in order to maintain customer satisfaction and loyalty. This research was conducted on 139 respondents who were selected using a non-probability sampling technique, specifically purposive sampling. The technique used in data analysis is SEM-PLS to see the relationship between variables and descriptive to explain the characteristics of the respondents. From the results of the study it was found that e-service quality has a
positive and significant effect on customer satisfaction and loyalty. In addition, customer satisfaction has a positive and significant effect on customer loyalty. Also, customer satisfaction can mediate the effect of e-service quality on customer loyalty in a form of mediation, namely partial mediation. GrabFood needs to continue to pay attention to and maintain it’s e-service quality, especially in the efficiency aspect, in order to maintain and increase it’s customer’s satisfaction and loyalty. | id |
dc.language.iso | id | id |
dc.publisher | IPB University | id |
dc.title | Pengaruh E-Service Quality terhadap Kepuasan dan Loyalitas Pelanggan GrabFood | id |
dc.title.alternative | The Effect of E-Service Quality on GrabFood's Customers' Satisfaction and Loyalty | id |
dc.type | Undergraduate Thesis | id |
dc.subject.keyword | customer loyalty | id |
dc.subject.keyword | customer satisfaction | id |
dc.subject.keyword | e-service quality | id |
dc.subject.keyword | grabfood | id |