Konsekuensi dari E-Service Quality pada Online Food Delivery Applications di Indonesia
Abstract
This study aims to analyze and identify the role of e-service quality, perceived value, customer satisfaction, and customer loyalty on repurchase intention among consumers who use online food delivery applications. The sampling method used was purposive sampling with a sample of 200 respondents. Structural Equation Model (SEM) is a method applied in data analysis. The results of this study are 1) e-service quality has positive effect with perceived value and customer satisfaction, 2) e-service quality, perceived value, and customer satisfaction has positive effect with customer loyalty, and 3) customer loyalty has positive effect on repurchase intention.
References
Bertha, O.:, & Sutejo, S. (2006). Internet Marketing: Konsep dan Persoalan Baru Dunia Pemasaran. Jurnal Manajemen. Vol 6(1).
Donsuchit, T., & Nuangjamnong, C. (2022a). Determinant of Influencing Customer Loyalty and Repurchase Intention toward Mobile Application Food Delivery Service in Bangkok.
Kolonio, J., & Soepeno, D. (2019). Pengaruh Service Quality, Trust, dan Consumer Satisfaction Terhadap Consumer Loyalty Pada CV. Sarana Marine Fiberglass Effect Of Service Quality, Trust, And Consumer Satisfaction On Consumer Loyalty On Cv. Marine Fiberglass Facilities. Pengaruh Service Quality. Jurnal EMBA. Vol 7(1): 831–840.
Nikmah, N. R. HUBUNGAN RELATIONSHIP MARKETING, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY.
Sanita, S., Kusniawati, A., Lestari, M. N., Ekonomi, F., & Galuh, U. (2019). PENGARUH PRODUCT KNOWLEDGE DAN BRAND IMAGE TERHADAP PURCHASE INTENTION (Penelitian pada PT. Bahana Cahaya Sejati Ciamis). Vol 1(3).
Uma Sekaran dan Roger Bougie. (2017). An easy way to help students learn, collaborate, and grow. www.wileypluslearningspace.com
