FAKTOR PENGARUH CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENGGUNA ONLINE FOOD DI JAKARTA

RIDHO PRATAMA REFDI, . (2023) FAKTOR PENGARUH CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENGGUNA ONLINE FOOD DI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini yaitu untuk mengetahui apakah Apakah brand image, e-service quality, berpengaruh terhadap customer loyalty dengan customer satisfaction sebagai variabel intervening pada pengguna online food di Jakarta. Penelitian ini menggunakan sampel sebanyak 200 responden. Pengumpulan data dilakukan dengan menyebarkan kuisioner survei kepada 200 responden pelanggan yang pernah menggunakan jasa pemesanan makanan online Grab Food, Go-Food, atau Shopee Food minimal 3 kali, dengan lokasi pengambilan sampel di Jakarta. Pengolahan data dilakukan dengan metode SEM. Hasil dari penelitian ini menunjukkan bahwa Brand image dan E-service quality berpengaruh positif dan signifikan terhadap customer satisfaction. Brand image dan E-service quality berpengaruh positif dan signifikan terhadap customer loyalty. Sustomer satisfaction berpengaruh positif dan signifikan terhadap customer loyalty. Brand image mempengaruhi customer loyality secara tidak langsung yang mana ini merupakan pengaruh adanya customer satisfaction sebagai variabel intervening. E-service quality mempengaruhi customer loyalty secara tidak langsung yang mana ini merupakan pengaruh adanya customer satisfaction sebagai variabel intervening. *** The purpose of this study is to find out whether brand image, e-service quality, has an effect on customer loyalty with customer satisfaction as an intervening variable for online food users in Jakarta. This study used a sample of 200 respondents. Data collection was carried out by distributing a questionnaire survey to 200 customer respondents who had used online food ordering services Grab Food, Go-Food, or Shopee Food at least 3 times, with sampling locations in Jakarta. Data processing was carried out using the SEM method. The results of this study indicate that brand image and e-service quality have a positive and significant effect on customer satisfaction. Brand image and electronic service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Brand image affects customer loyalty indirectly which is the influence of customer satisfaction as an intervening variable. Electronic service quality affects customer loyalty indirectly which is the influence of customer satisfaction as an intervening variable.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Mohamad Rizan M.M ; 2). Ika Febrilia, SE, M.M
Subjects:	Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Manajemen
Depositing User:	Users 20601 not found.
Date Deposited:	12 Sep 2023 04:43
Last Modified:	12 Sep 2023 04:43
URI:	http://repository.unj.ac.id/id/eprint/42126

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