Improve quality of e-loyalty in online food delivery services : a case of Indonesia

Ilham, Romi (2018) Improve quality of e-loyalty in online food delivery services : a case of Indonesia. Journal of Theoretical and Applied Information Technology, 96 (15). pp. 4760-4769. ISSN 1992-8645

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Official URL: http://www.jatit.org/volumes/Vol96No15/6Vol96No15....

Abstract

This study aims to improve e-loyalty by analyzing the effect of e-service quality on customer e-loyalty through e-satisfaction in online food service delivery. This research uses quantitative approach with survey method. The population in this study were customers who had used online food service with a sample of 320 respondents. Data analysis using SEM-PLS (Partial Least Square) with Smart-PLS software. The results showed that e-service quality positively affects e-loyalty and e-satisfaction, e-satisfaction has positive affect on customer e-loyalty and e-service quality positively affect e-loyalty of customer through esatisfaction. It can be concluded that e-satisfaction mediates the influence of e-service quality on e-loyalty of online food service customers, so e-service quality and e-satisfaction is required to improve e-loyalty

Item Type: Article
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.403 8 - MANAGEMENT INFORMATION SYSTEM
Divisions: Lecturer
Depositing User: ROMI ILHAM
Date Deposited: 04 Dec 2018 04:01
Last Modified: 22 Oct 2019 03:54
URI: http://eprints.perbanas.ac.id/id/eprint/3640

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