Andriani, Mega Dwi (2021) The Effect Of E-Service Quality And Customer Perceived Value On Customer Behavioural Intention Of Gofood Through Customer Satisfaction. Sarjana thesis, Universitas Brawijaya.
Abstract
Pendapatan dari segmen penyedia layanan antar makanan online di Indonesia telah meningkat dalam beberapa tahun terakhir dan diprediksi akan terus meningkat hingga tahun 2024. Namun, munculnya pandemi COVID-19 di Indonesia berdampak pada perubahan perilaku pengguna layanan antar makanan. GoFood merupakan salah satu penyedia layanan antar makanan online yang populer di Indonesia. Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality dan customer perceived value terhadap niat perilaku pelanggan GoFood melalui kepuasan pelanggan. Penelitian ini menggunakan metode kuantitatif dengan pendekatan explanatory. Data dari penelitian ini dikumpulkan dari survey dengan menyebarkan kuesioner dalam jaringan menggunakan Google Form ke 150 responden. Kriteria responden yang dibutuhkan dalam penelitian ini adalah berumur minimal 17 tahun, berdomisili di Malang, pengguna GoFood, dan pernah menggunakan layanan GoFood selama pandemi COVID-19. Data yang diperoleh dari penyebaran kuesioner dianalisis menggunakan Partial Least Square dengan perangkat lunak WarpPLS 7.0. Hasil penelitian menunjukkan bahwa e-service quality dan customer perceived value memiliki pengaruh positif dan signifikan terhadap niat perilaku pelanggan GoFood melalui kepuasan pelanggan. Kesimpulan dari penelitian ini adalah apabila e-service quality dan customer perceived value meningkat, maka akan memuaskan pelanggan sehingga berdampak pada peningkatan niat perilaku pelanggan GoFood khususnya selama pandemi COVID-19
English Abstract
Revenue from the online food delivery service segment in Indonesia has increased in recent years and is predicted to increase until 2024. However, the emergence of the COVID-19 pandemic in Indonesia has resulted in changes in the behaviour of users of food delivery services. GoFood is one of the most popular online food delivery service providers in Indonesia. This study aimed to determine the effect of e-service quality and customer perceived value on GoFood customer behavioural intention through customer satisfaction. This research used quantitative methods with an explanatory approach. The data were collected from an online survey using Google Form to 150 respondents. The criteria for respondents needed are at least 17 years old, lived in Malang, GoFood users, and have used GoFood services during the COVID-19 pandemic. Data obtained from distributing questionnaires were analyzed using Partial Least Square with WarpPLS 7.0 software. The results showed that e-service quality and customer perceived value had a positive and significant effect on GoFood customer behavioural intention through customer satisfaction. In conclusion, if e-service quality and customer perceived value increase, it will satisfy customers and impact the increase of GoFood customer behavioural intention, especially during the COVID-19 pandemic.
Other obstract
-
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0521020056 |
| Uncontrolled Keywords: | e-service quality, customer perceived value, niat perilaku pelanggan, kepuasan pelanggan, partial least square (PLS), e-service quality, customer perceived value, customer behavioural intention, customer satisfaction, partial least square (PLS) |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 03 Nov 2021 02:14 |
| Last Modified: | 24 Feb 2022 04:54 |
| URI: | http://repository.ub.ac.id/id/eprint/186357 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
- MEGA DWI ANDRIANI.pdf Restricted to Registered users only until 31 December 2023. Download (4MB) |
Actions (login required)
 |
View Item |