THE INFLUENCE OF E-SERVICE QUALITY ON THE CUSTOMER SATISFACTION OF GOFOOD IN BANDUNG - Dalam bentuk buku karya ilmiah

RIMA MARTIANNISA ASSIFA

Informasi Umum

Kode

23.04.7626

Klasifikasi

658.812 - Customer relationships, Claims, Complaints, Returns, Servicing of products

Jenis

Karya Ilmiah - Skripsi (S1) - Reference

Subjek

Customer Satisfaction, Service Quality,

Dilihat

16 kali

Informasi Lainnya

Abstraksi

<a name="_Hlk148609113">With the rapid development of technology today, people do digital activities everyday. The benefits of technological development felt by the community are that online food ordering and food delivery (OFD) are increasingly popular. Gofood is a food delivery service provided by Go-Jek and has worked with more than hundreds of thousands of merchants throughout Indonesia. Gofood is run by motorcycle taxi drivers who have become Gojek members. The number of Gojek drivers makes ordering Gofood services faster. The purpose of this study is how much influence e-service quality has on customer satisfaction with Gofood services.</a>

The method used in this research is quantitative method with descriptive approach. Likert scale is used as a measurement scale and the data analysis used is multiple linear regression, partial test (t test), simultaneous test (F test) and the coefficient of determination. In this study using non-probability sampling technique with purposive sampling type. By using the bernoulli formula, then the questionnaire was distributed to 400 respondents and data processing using SPSS.

The research results from descriptive analysis reveal that the variables studied, namely e-service quality and customer satisfaction, are in the good category with a percentage of each variable, namely e-service quality of 74.4% and customer satisfaction of 74.8%. Then for the results of hypothesis testing both partially and simultaneously, both show that there is a significant influence between e-service quality on GoFood customer satisfaction in Bandung. The contribution of the influence of the independent variable e-service quality on the dependent variable customer satisfaction is 69.8%, while the remaining 30.2% is the contribution of the influence of other variables outside this study such as e-trust, product and price.

Keywords: E-Service Quality, Customer Satisfaction.