TY - GEN
T1 - Customer loyalty in go-food
T2 - 10th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018
AU - Sumarliyanti,
AU - Handayani, Putu W.
AU - Munajat, Qorib
N1 - Publisher Copyright:
© 2019 IEEE. All Rights Reserved.
PY - 2018/7/2
Y1 - 2018/7/2
N2 - This study aims to analyze factors that affect customer satisfaction which will influence customer loyalty in Go-Food, an Online Delivery-Sourcing in Indonesia. Customer loyalty model was based on previous research which includes perceived value and satisfaction aspect. The antecedents of satisfaction were adopted from mobile service quality (M-S-QUAL). To validate the factors, 852 respondents’ data were collected. The data were analyzed using Covariance-Based Structural Equation Model (CB-SEM) and processed in AMOS 22.0 tools. Based on the analysis, this study found sis antecedents of satisfaction which are efficiency, content, fulfilment, responsiveness, contact, and billing. All the factors positively affect satisfaction. Among those factors, fulfilment factor has the strongest impact. Meanwhile, privacy and compensation were found not affecting customer satisfaction. These findings could be used to maintain customer loyalty of Go-Food by improving factors influencing satisfaction.
AB - This study aims to analyze factors that affect customer satisfaction which will influence customer loyalty in Go-Food, an Online Delivery-Sourcing in Indonesia. Customer loyalty model was based on previous research which includes perceived value and satisfaction aspect. The antecedents of satisfaction were adopted from mobile service quality (M-S-QUAL). To validate the factors, 852 respondents’ data were collected. The data were analyzed using Covariance-Based Structural Equation Model (CB-SEM) and processed in AMOS 22.0 tools. Based on the analysis, this study found sis antecedents of satisfaction which are efficiency, content, fulfilment, responsiveness, contact, and billing. All the factors positively affect satisfaction. Among those factors, fulfilment factor has the strongest impact. Meanwhile, privacy and compensation were found not affecting customer satisfaction. These findings could be used to maintain customer loyalty of Go-Food by improving factors influencing satisfaction.
KW - Delivery-sourcing
KW - Loyalty
KW - M-s-qual
KW - Satisfaction
UR - http://www.scopus.com/inward/record.url?scp=85062430376&partnerID=8YFLogxK
U2 - 10.1109/ICACSIS.2018.8618250
DO - 10.1109/ICACSIS.2018.8618250
M3 - Conference contribution
AN - SCOPUS:85062430376
T3 - 2018 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018
SP - 283
EP - 287
BT - 2018 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 27 October 2018 through 28 October 2018
ER -