PENGARUH E-SERVICE QUALITY TERHADAP KEPUTUSAN PENGGUNAAN LAYANAN GRABFOOD: Survei terhadap Pelanggan GrabFood di Indonesia

Muhammad Dafa Mahdavikia, - (2023) PENGARUH E-SERVICE QUALITY TERHADAP KEPUTUSAN PENGGUNAAN LAYANAN GRABFOOD: Survei terhadap Pelanggan GrabFood di Indonesia. S1 thesis, Universitas Pendidikan Indonesia.

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Official URL: https://repository.upi.edu/

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh E-Service Quality terhadap Keputusan Penggunaan Layanan GrabFood di Instagram @grabfoodid. Jenis penelitian yang digunakan yaitu deskriptif dan verifikatif. Variabel bebas pada penelitian ini yaitu E-Service quality (X) dan Keputusan penggunaan layanan (Y). Sampel penelitian diambil menggunakan metode simple random sampling dengan jumlah responden sebanyak 410 responden. Instrument penelitian diuji menggunakan uji validitas dan reliabilitas. Teknik analisis yang diterapkan yaitu analisis regresi linier sederhana dengan bantuan perangkat lunak SPSS 24.0 for windows. Hasil temuan menunjukan bahwa gambaran E-service quality pada pelanggan GrabFood berada pada kategori sedang dan gambaran keputusan penggunaan layanan pada pelanggan GrabFood berada pada kategori cukup tinggi. E-Service Quality memiliki pengaruh positif dan signifikan terhadap keputusan penggunaan layanan. Temuan ini menunjukkan bahwa penerapan e-service quality yang dilakukan oleh GrabFood akan mendorong keputusan penggunaan layanan GrabFood tersebut. Berdasarkan hasil survei tersebut, penulis merekomendasikan beberapa hal mengenai dampak e-service quality terhadap keputusan penggunaan layanan. Variabel e-service quality dengan dimensi terendah: system availability dan variabel keputusan penggunaan layanan dengan dimensi terendah: purchase amount. Oleh karena itu, penulis merekomendasikan agar GrabFood dapat memperbaiki ketersediaan layanan mereka dan melakukan pembaruan secara berkala untuk dapat meningkatkan jumlah pembelian ataupun transaksi para pelanggannya. This research aims to determine the influence of E-Service Quality on Decisions to Use GrabFood Services on Instagram @grabfoodid. The type of research used is descriptive and verification. The independent variables in this research are E-Service quality (X) and Service usage decisions (Y). The research sample was taken using a simple random sampling method with a total of 410 respondents. The research instrument was tested using validity and reliability tests. The analysis technique applied is simple linear regression analysis with the help of SPSS 24.0 for Windows software. The findings show that the description of E-service quality for GrabFood customers is in the medium category and the description of service usage decisions for GrabFood customers is in the quite high category. E-Service Quality has a positive and significant influence on the decision to use services. These findings indicate that the implementation of e-service quality carried out by GrabFood will encourage decisions to use the GrabFood service. Based on the survey results, the author recommends several things regarding the impact of e-service quality on service use decisions. The e-service quality variable with the lowest dimension: system availability and the service usage decision variable with the lowest dimension: purchase amount. Therefore, the author recommends that GrabFood can improve the availability of their services and carry out regular updates to increase the number of purchases or transactions of their customers.

Item Type: Thesis (S1)
Additional Information: https://scholar.google.com/citations?hl=id&user=dVb2NioAAAAJ&authuser=1&scilu=&scisig=AM0yFCkAAAAAZZnccC1yqlmWWjnptOAaB3yL9cQ&gmla=AH70aAVhuhExM0nT0D9tbakLPMgUKxzqsOXpw6jL8yZEdpAaGRWrqNVLyVGj4ErFuTLckRuzWUUZXhuhWntZz9B6qlZp6BUtN9cFF8zE8e-CSllC5UbgDFEMzSQ&sciund=2485241987145794513 ID SINTA Dosen Pembimbing Ratih Hurriyati: 5984336 Girang Razati: 5984831
Uncontrolled Keywords: E-Service Quality, Keputusan penggunaan layanan, GrabFood E-Service Quality, Keputusan penggunaan layanan, GrabFood
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HF Commerce
L Education > L Education (General)
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Bisnis
Depositing User: Muhammad Dafa Mahdavikia
Date Deposited: 09 Jan 2024 08:06
Last Modified: 09 Jan 2024 08:06
URI: http://repository.upi.edu/id/eprint/114159

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