Vicramaditya, Punang Biru (2022) Pengaruh E-Service Quality, Kualitas Informasi Dan Perceived Value Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Grabbike. Masters thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
This study aims to determine the effect of electronic service quality, information quality and perceived value on customer loyalty through online motorcycle taxi customer satisfaction. The subject of this research is GrabBike. The method used is quantitative by using SmartPLS 3 to analyze the data. The data were obtained by distributing questionnaires via google form to 154 GrabBike customer respondents with a purposive sampling technique. The results of testing the direct effect of e-service quality and perceived value have a positive and significant effect directly on customer satisfaction and customer loyalty, while information quality has a positive and significant effect on customer satisfaction but not positive and significant on customer loyalty. The results of the indirect effect test show that e-service quality, information quality and perceived value have a positive and significant effect on customer loyalty through customer satisfaction. The quality of information should be improved by Grab, especially in terms of drivers on the GrabBike service, information should be updated clearly so that between the original and the information conveyed in the application will be the same, both the name, vehicle number plate or driver's face so that customers are safe and comfortable using GrabBike service which will affect satisfaction which will lead to loyal customers using GrabBike.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 360 - 369 SOCIAL PROBLEMS AND SERVICES; ASSOCIATIONS > 360 - SOCIAL PROBLEMS & SERVICES; ASSOCIATIONS |
| Divisions: | Magister of Management |
| Depositing User: | Magang Magang |
| Date Deposited: | 15 Feb 2024 03:56 |
| Last Modified: | 15 Feb 2024 03:56 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/11927 |
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