Customer loyalty in go-food: The antecedent of satisfaction

Sumarliyanti, Putu Wuri Handayani, Qorib Munajat

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publication2018 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages283-287
Number of pages5
ISBN (Electronic)9781728101354
DOIs
Publication statusPublished - 17 Jan 2019
Event10th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018 - Yogyakarta, Indonesia
Duration: 27 Oct 201828 Oct 2018

Publication series

Name2018 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018

Conference

Conference10th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018
CountryIndonesia
CityYogyakarta
Period27/10/1828/10/18

Keywords

  • Delivery-sourcing
  • Loyalty
  • M-s-qual
  • Satisfaction

Fingerprint Dive into the research topics of 'Customer loyalty in go-food: The antecedent of satisfaction'. Together they form a unique fingerprint.

  • Cite this

    Sumarliyanti, Handayani, P. W., & Munajat, Q. (2019). Customer loyalty in go-food: The antecedent of satisfaction. In 2018 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018 (pp. 283-287). [8618250] (2018 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2018). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICACSIS.2018.8618250