Leonardo, Yosua Gibeon (2022) Analisis Dampak Service Quality Dan Customer Perceived Value Pada Trust Untuk Meningkatkan Customer Satisfaction Pada Layanan Online Food Delivery Dengan Metode Partial Least Square - Sem. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini bertujuan untuk menganalisis dampak service quality dan customer perceived value pada trust untuk meningkatkan customer satisfaction pada layanan online food delivery. Metode yang digunakan dalam penelitian ini adalah Partial Least Square - Structural Equation Modelling (PLS-SEM). Data dikumpulkan melalui kuesioner daring dengan 208 responden yang merupakan pengguna layanan online food delivery di Indonesia yang pernah menggunakan layanan Shopeefood, Gofood, Grabfood, dan Travelokaeats. Hasil penelitian menunjukkan bahwa terdapat 4 hipotesis yang diterima dan 1 hipotesis yang ditolak. Penelitian ini memberikan pemahaman baru bagi perusahaan e-commerce mengenai faktor-faktor yang mempengaruhi kepuasan pelanggan dan diharapkan dapat membantu agensi terkait dalam merancang strategi perusahaan untuk memaksimalkan kepuasan pelanggan.
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This research aims to analyze the impact of service quality and customer perceived value on trust to increase customer satisfaction in online food delivery services. The method used in this research is Partial Least Square - Structural Equation Modelling (PLS-SEM). Data was collected through an online questionnaire with 208 respondents who are users of online food delivery services in Indonesia who have used Shopeefood, Gofood, Grabfood, and Travelokaeats services. The research results show that there are 4 accepted hypotheses and 1 rejected hypothesis. This research provides new understanding for e-commerce companies regarding the factors that influence customer satisfaction and is expected to assist relevant agencies in designing corporate strategies to maximize customer satisfaction.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSSI 658.834 3 Leo a-1 2022 |
| Uncontrolled Keywords: | Kepuasan Pelanggan. PLS-SEM. Service Quality. Layanan Pengantaran Makanan Online. SERVQUAL. Customer Satisfaction. PLS-SEM. Service Quality. Online Food Delivery Service. SERVQUAL. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning. |
| Divisions: | Faculty of Information and Communication Technology > Information Systems > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Marsudiyana - |
| Date Deposited: | 04 Jun 2026 01:50 |
| Last Modified: | 04 Jun 2026 01:50 |
| URI: | http://repository.its.ac.id/id/eprint/133540 |
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