Konsekuensi dari e-Service Quality pada Online Food Delivery Applications di Indonesia

Authors

  • Armand Muhammad Universitas Trisakti , Indonesia
  • Sri Vandayuli Riorini Universitas Trisakti , Indonesia
  • Bagas Wicaksono Universitas Trisakti , Indonesia
  • Muhammad Chumaydi Yasmir Universitas Trisakti , Indonesia

DOI:

https://doi.org/10.31004/jptam.v7i3.11024

Keywords:

Kualitas Layanan Elektronik, Nilai Yang Dirasakan, Keterlibatan Pelanggan, Loyalitas Pelanggan, Niat Beli Ulang

Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis peran e-service quality, perceived value, customer satisfaction, dan customer loyalty terhadap repurchase intention di kalangan konsumen yang menggunakan aplikasi food delivery online. Sampel yang digunakan dalam penelitian ini berjumlah 200 responden. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Data dianalisis dengan menggunakan metode Structural Equation Model (SEM). Hasil penelitian ini adalah: (1) e-Service Quality berpengaruh positif terhadap Perceived Value, (2) e-Service Quality berpengaruh positif terhadap Consumer Engagement, (3) e-Service Quality berpengaruh positif terhadap Customer Loyalty, (4) Perceived Value berpengaruh positif terhadap Customer Loyalty, (5) Consumer Engagement berpengaruh positif terhadap Customer Loyalty, dan (6) Customer Loyalty berpengaruh positif terhadap Repurchase Intention.

References

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Published

30-11-2023

How to Cite

Muhammad, A., Riorini, S. V., Wicaksono, B., & Yasmir, M. C. (2023). Konsekuensi dari e-Service Quality pada Online Food Delivery Applications di Indonesia. Jurnal Pendidikan Tambusai, 7(3), 27185–27189. https://doi.org/10.31004/jptam.v7i3.11024

Issue

Vol. 7 No. 3 (2023): Desember 2023

Section

Articles of Research

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