PENGARUH E-SERVICE QUALITY, PRICE FAIRNESS, DAN PERCEIVED EASE OF USE TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION PADA ONLINE FOOD DELIVERY

MUHAMMAD ABID AZIZI, . (2024) PENGARUH E-SERVICE QUALITY, PRICE FAIRNESS, DAN PERCEIVED EASE OF USE TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION PADA ONLINE FOOD DELIVERY. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Layanan aplikasi online food delivery semakin menarik perhatian seiring dengan meningkatnya tingkat penggunaan. Penelitian ini menyelidiki pengaruh e-service quality, price fairness, dan perceived ease of use terhadap repurchase intention ketika menggunakan layanan aplikasi pesan-antar makanan online. Penelitian ini selanjutnya menguji peran mediasi customer satisfaction antara e-service quality, price fairness, dan perceived ease of use terhadap repurchase intention. Metode pengumpulan data menggunakan instrumen survei berupa kuesioner. Penelitian ini mengumpulkan sampel penelitian sebanyak 230 pengguna asal Jakarta, Indonesia, yang telah melakukan transaksi pada aplikasi pesan-antar makanan online minimal lima kali dalam sebulan terakhir. Penelitian ini menggunakan SPSS versi 27 dan SEM (Structural Equation Model) dari software LISREL versi 8.80 untuk mengolah dan menganalisis data penelitian. Hasil penelitian menunjukkan bahwa e-service quality, price fairness, dan perceived ease of use berpengaruh positif signifikan terhadap customer satisfaction. Hasil penelitian juga menunjukkan adanya pengaruh positif yang signifikan antara price fairness, dan perceived ease of use terhadap repurchase intention. Sedangkan e-service quality tidak berpengaruh terhadap repurchase intention Penelitian ini juga menemukan bahwa pengaruh e-service quality, price fairness, dan perceived ease of use terhadap repurchase intention melalui customer satisfaction pada industri layanan aplikasi pesan-antar makanan online. ***** Online food delivery app services are increasingly attracting attention as the level of use increases. The present study investigated the influence of e-service quality, price fairness, and perceived ease of use on repurchase intention when using online food delivery app services. It further tested the mediating role of customers’ satisfaction between e-service quality, price fairness, and perceived ease of use on repurchase intention. The data collection method utilized a survey instrument in the form of a questionnaire. This study collected a research sample of 230 users from Jakarta, Indonesia, who have made transactions on an online food delivery app at least five times in the last month. This study used SPSS version 27 and SEM (Structural Equation Model) from the LISREL software version 8.80 to process and analyze research data. The results suggested that e-service quality, price fairness, and perceived ease of use have a significant positive effect on customer satisfaction. The results also indicate a significant positive impact of price fairness and perceived ease of use on repurchase intention. Meanwhile, e-service quality has no effect on repurchase intentions. This study also found that e-service quality, price fairness, and perceived ease of use have a positive effect on repurchase intention through customer satisfaction in the online food delivery app services industry.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Mohamad Rizan, M.M. ; 2). Ika Febrilia, SE, M.M.
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Muhammad Abid Azizi .
Date Deposited:	09 Aug 2024 05:42
Last Modified:	09 Aug 2024 05:42
URI:	http://repository.unj.ac.id/id/eprint/49577

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