Pengaruh service quality terhadap customer satisfaction dan customer loyalty pada layanan online food delivery

DETAIL KOLEKSI

Pengaruh service quality terhadap customer satisfaction dan customer loyalty pada layanan online food delivery

Oleh : Alma Nabilah Saninaya

Info Katalog

Nomor Panggil : 022001902014

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2023

Pembimbing 1 : Luki Adiati Pratomo

Subyek : Reliability;Personnel management

Kata Kunci : service quality, reliability, assurance, security, system operation, tracebility, customer satisfact

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2024_TA_SMJ_022001902014_Halaman-Judul.pdf	11
2.	2024_TA_SMJ_022001902014_Lembar-Pengesahan.pdf	5
3.	2024_TA_SMJ_022001902014_Bab-1-Pendahuluan.pdf	10
4.	2024_TA_SMJ_022001902014_Bab-2-Tinjauan-Pustaka.pdf	24
5.	2024_TA_SMJ_022001902014_Bab-3-Metode-Penelitian.pdf	20
6.	2024_TA_SMJ_022001902014_Bab-4-Analisis-dan-Pembahasan.pdf	18
7.	2024_TA_SMJ_022001902014_Bab-5-Kesimpulan.pdf	4
8.	2024_TA_SMJ_022001902014_Daftar-Pustaka.pdf	9
9.	2024_TA_SMJ_022001902014_Lampiran.pdf	35

Abstrak
Abstract

T ujuan penelitian ini adalah menganalisis pengaruh Service Quality terhadap Customer Satisfaction dan Customer Loyalty. Penelitian ini menggunakan data primer. Data dikumpulkan menggunakan kuesioner yang telah diuji dan disebarkan secara online kepada 232 responden yang menggunakan layanan Online Food Delivery dalam 3 bulan terakhir. Penentuan sampel diambil dengan teknik purposive sampling. Pengolahan data dilakukan dengan software SPSS 22. Analisis data meliputi: uji validitas dan reliabilitas. Metode analisis data penelitian ini menggunakan SEM dengan software AMOS. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif antara Reliability, Security, System Operation, Tracebility terhadap Customer Satisfaction dan Customer Satisfaction berpengaruh positif terhadap Customer Loyalty. Sementara itu Assurance tidak berpengaruh terhadap Customer Satisfaction. Beberapa keterbatasan pada penelitian ini yang mungkin berguna untuk penelitian selanjutnya adalah penelitian ini hanya menggunakan lima dimensi dari Service Quality yaitu Reliability, Assurance, Security, System Operation, Tracebility. Lalu penelitian ini tidak ada spesifik usia. Diharapkan penelitian selanjutnya dapat menggunakan objek dan variabel lain yang dapat meningkatkan Customer Satisfaction seperti variabel Perceived Value.

T he purpose of this study was to analyze the effect of Service Quality on Customer Satisfaction and Customer Loyalty. This research uses primary data. Data was collected using a questionnaire that had been tested and distributed online to 232 respondents who used Online Food Delivery services in the last 3 months. Sampling was taken using purposive sampling technique. Data processing was carried out with SPSS 22 software. Data analysis includes: validity and reliability tests. This research data analysis method uses SEM with AMOS software. The results showed that there is a positive influence between Reliability, Security, System Operation, Tracebility on Customer Satisfaction and Customer Satisfaction has a positive effect on Customer Loyalty. Meanwhile, Assurance has no effect on Customer Satisfaction. Some limitations of this study that may be useful for further research are that this study only uses five dimensions of Service Quality, namely Reliability, Assurance, Security, System Operation, Tracebility. Then this research is not age specific. It is hoped that further research can use other objects and variables that can increase Customer Satisfaction such as Perceived Value variables.