The effect Of e-service quality through mediation Of e-satisfaction toward e-loyalty on grab-food

Santoso, Stephanie Geraldine (2020) The effect Of e-service quality through mediation Of e-satisfaction toward e-loyalty on grab-food. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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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

Item Type: Thesis (Undergraduate)
Department: S1 - Manajemen
Contributors:
Contribution
Contributors
NIDN / NIDK
Email
Thesis advisor
Wibowo, Wahyudi
NIDN0715047402
yudiwbw@gmail.com
Thesis advisor
Agung, Deatri Arumsari
NIDN0714128703
deatri@ukwms.ac.id
Uncontrolled Keywords: Customer Satisfaction, E-Service Quality, Service Quality, Customer Loyalty, Grab-Food
Subjects: Business
Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Stephanie Geraldine Santoso
Date Deposited: 30 Jan 2020 05:28
Last Modified: 30 Jan 2020 05:28
URI: http://repository.wima.ac.id/id/eprint/21075

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