Customer Loyalty Analysis on Online Food Delivery Services
Main Article Content
Abstract
Indonesia's e-commerce growth has increased by 17% in the last ten years. One of the most popular e-commerce businesses in Indonesia is online food delivery services. Promotion is one of the reasons that makes online food delivery service users increase every year. This research aims in alayzing the effects of e-service quality (e-servqual), food quality, and sales promotion toward perceived value and customer satisfaction, as well as their impacts on customer loyalty. A questionnaire was distributed to 200 respondents who had used online food delivery services in DKI Jakarta. The Structural Equation Model (SEM) with the PLS-SEM was used to test the validity, reliability, and hypothesis. The results of this study indicate that customers satisfaction impacted customer loyalty, which is the benchmark for customers in using online food delivery services. Not only that, company’s services, quality, and promotion impact customer satisfaction.
Downloads
Metrics
Article Details
Licensing
TURCOMAT publishes articles under the Creative Commons Attribution 4.0 International License (CC BY 4.0). This licensing allows for any use of the work, provided the original author(s) and source are credited, thereby facilitating the free exchange and use of research for the advancement of knowledge.
Detailed Licensing Terms
Attribution (BY): Users must give appropriate credit, provide a link to the license, and indicate if changes were made. Users may do so in any reasonable manner, but not in any way that suggests the licensor endorses them or their use.
No Additional Restrictions: Users may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.