Pengaruh Kualitas Pelayanan Dan Kualitas Pengalaman Terhadap Kepuasan Pelanggan Grabfood Di Surabaya Yang Mempengaruhi Loyalitas Pelanggan Di Surabaya
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Kristiyanti, Endang Dwi
Subject
330 - ECONOMICS
Datestamp
2023-10-31 03:31:14
Abstract :
One This study aims to analyze the significance of the effect of experience and service quality on consumer satisfaction; analyze the significance of the influence of Consumer Satisfaction (customer satisfaction) on loyalty; and analyze the significance of the influence of Experience Quality on GrabFood loyalty in Surabaya. This research belongs to the type of quantitative research. The sample population is 140 GrabFood consumers in the city of Surabaya and have made food purchases using the GrabFood application at least twice in the last 6 months. This research uses multiple linear regression data analysis method. The results of the analysis can be concluded that Experience Quality and Service Quality have a significant effect on Consumer Satisfaction (customer satisfaction); and Consumer Satisfaction (customer satisfaction) has a significant effect on GrabFood loyalty in Surabaya; Experience Quality has a significant effect on GrabFood loyalty in Surabaya Keywords: Experience Quality, Service Quality, Consumer Satisfaction, Loyalty
One This study aims to analyze the significance of the effect of experience and service quality on consumer satisfaction; analyze the significance of the influence of Consumer Satisfaction (customer satisfaction) on loyalty; and analyze the significance of the influence of Experience Quality on GrabFood loyalty in Surabaya. This research belongs to the type of quantitative research. The sample population is 140 GrabFood consumers in the city of Surabaya and have made food purchases using the GrabFood application at least twice in the last 6 months. This research uses multiple linear regression data analysis method. The results of the analysis can be concluded that Experience Quality and Service Quality have a significant effect on Consumer Satisfaction (customer satisfaction); and Consumer Satisfaction (customer satisfaction) has a significant effect on GrabFood loyalty in Surabaya; Experience Quality has a significant effect on GrabFood loyalty in Surabaya Keywords: Experience Quality, Service Quality, Consumer Satisfaction, Loyalty
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