Pengaruh e-service quality dan customer satisfaction terhadap customer behaviour pada aplikasi grabfood pada masa pandemi covid-19 = The Effect of E-Service Quality and Customer Satisfaction on Customer Behaviour in Grabfood Applications during the Covid-19 Pandemic

Yeremia, Nico (2021) Pengaruh e-service quality dan customer satisfaction terhadap customer behaviour pada aplikasi grabfood pada masa pandemi covid-19 = The Effect of E-Service Quality and Customer Satisfaction on Customer Behaviour in Grabfood Applications during the Covid-19 Pandemic. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini memiliki tujuan pengaruh dari E-Service Quality dan Customer Satisfaction terhadap Customer Behaviour. Penelitian ini didasarkan dengan membahas pengguna aplikasi GrabFood yang menggunakan pendekatan kuantitatif dengan metode pengumpulan data menggunakan kuesioner. Kuesioner melalui Google Form dan disebarkan kepada responden yang berdomisili di Jakarta dengan jumlah 250 responden. Instrumen yang digunakan pada penelitian ini merupakan kuesioner, yang terdiri dari 21 indikator. Pengujian terhadap kuesioner menggunakan uji validitas dan uji reliabilitas, menggunakan alat yang digunakan untuk menganalisis data adalah PLS-SEM dengan menggunakan program SmartPLS. Terdiri dari model luar yaitu uji validitas dan uji reliabilitas, serta model dalam yang menguji R-square, T-statistik dan P-value. SEM digunakan untuk menguji hubungan konstruk dalam kerangka teori penelitian ini. Penelitian menunjukan bahwa E-Service Quality dan Customer Satisfaction memiliki hubungan yang signifikan terhadap Customer Behaviour. Seluruh variabel dan hubungannya dikaitkan kepada aplikasi GrabFood. Penelitian ini diharapkan dapat berguna bagi perusahaan GrabFood serta memperluas penelitian sebelumnya. / This study aims to influence the effect of E-Service Quality and Customer Satisfaction on Customer Behavior. This research is based on discussing GrabFood application users who use a quantitative approach with data collection methods using questionnaires. Questionnaires through Google Form and distributed to respondents who live in Jakarta with a total of 250 respondents. The instrument used in this study is a questionnaire, which consists of 21 indicators. Testing the questionnaire using validity and reliability tests, using the tool used to analyze the data is PLS-SEM using the SmartPLS program. It consists of an external model, namely validity and reliability tests, as well as an internal model that tests R-square, T-statistics and P-value. SEM is used to test the relationship between constructs within the theoretical framework of this research. Research shows that E-Service Quality and Customer Satisfaction have a significant relationship to Customer Behavior. All variables and their relationships are linked to the GrabFood application. This research is expected to be useful for the GrabFood company and expand on previous research.

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