The effect Of e-service quality through mediation Of e-satisfaction toward e-loyalty on grab-food
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Institusion
Universitas Katolik Widya Mandala Surabaya
Author
Stephanie Geraldine Santoso (STUDENT ID : sia_ni8@yahoo.com)
Wahyudi Wibowo (LECTURER ID : .)
Deatri Arumsari Agung (LECTURER ID : ..)
Wahyudi Wibowo (LECTURER ID : .)
Deatri Arumsari Agung (LECTURER ID : ..)
Subject
Business
Datestamp
2020-01-30 05:28:28
Abstract :
Due to Industrial Revolution 4.0, technology has altered the way we live, work, and communicate with each other. Artificial Intelligence and Big Data Analysis are everyone?s lexicons these days, but it takes someone to use technology to see something that others do not?whether it be about patterns, opportunities, or even fallacies. The online transportation company Grab has been thriving for the past few years so they start to enter food delivery service and they call their service as Grab-Food. With the right advocacy of E-Service Quality, Grab-Food can aim for the ultimate E-Satisfaction, and win E-Loyalty in the end. The purpose of this study was to improve our knowledge of connections between E-Service Quality, E- Loyalty, and E-Satisfaction. Thus, this study contributes to the development of our knowledge regarding the effect of E-Service Quality on E-Satisfaction and E-Loyalty on a food delivery application called Grab-Food. This research is an explanatory research. Respondents in this study are all the customers of Grab-food, while samples taken are as many as 150 respondents. The data used in this study are primary data. Data in this study were collected by distributing questionnaires. The data analysis technique used in this research is Structural Equation Modeling (SEM) using the LISREL program. The results of this study can be concluded as: (1) E-Service Quality has a positive effect on E-Satisfaction. (2) E-Satisfaction has a positive effect on E-Loyalty. (3) E-Service Quality has a positive effect on E-Loyalty. (4) E-Service Quality has a positive effect on E-Loyalty through the mediation of E-Satisfaction
Due to Industrial Revolution 4.0, technology has altered the way we live, work, and communicate with each other. Artificial Intelligence and Big Data Analysis are everyone?s lexicons these days, but it takes someone to use technology to see something that others do not?whether it be about patterns, opportunities, or even fallacies. The online transportation company Grab has been thriving for the past few years so they start to enter food delivery service and they call their service as Grab-Food. With the right advocacy of E-Service Quality, Grab-Food can aim for the ultimate E-Satisfaction, and win E-Loyalty in the end. The purpose of this study was to improve our knowledge of connections between E-Service Quality, E- Loyalty, and E-Satisfaction. Thus, this study contributes to the development of our knowledge regarding the effect of E-Service Quality on E-Satisfaction and E-Loyalty on a food delivery application called Grab-Food. This research is an explanatory research. Respondents in this study are all the customers of Grab-food, while samples taken are as many as 150 respondents. The data used in this study are primary data. Data in this study were collected by distributing questionnaires. The data analysis technique used in this research is Structural Equation Modeling (SEM) using the LISREL program. The results of this study can be concluded as: (1) E-Service Quality has a positive effect on E-Satisfaction. (2) E-Satisfaction has a positive effect on E-Loyalty. (3) E-Service Quality has a positive effect on E-Loyalty. (4) E-Service Quality has a positive effect on E-Loyalty through the mediation of E-Satisfaction
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