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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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 > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 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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