E–RECOVERY SERVICE QUALITY TERHADAP E-LOYALTY PELANGGAN GOFOOD BANDUNG

Dita Amanah; Dedy Ansari Harahap

doi:10.24114/niaga.v12i1.43693

E–RECOVERY SERVICE QUALITY TERHADAP E-LOYALTY PELANGGAN GOFOOD BANDUNG

Dita Amanah, Dedy Ansari Harahap

Abstract

It is necessary to know the application of E-Recovery Service Quality to understand E-Loyalty for Gojek customers, GoFood Features. Loyal customers or regular customers, will make the business continue to survive because loyal customers feel comfortable with certain products, so they will repeatedly make purchases.

The survey method is the method used in this study and the sampling technique is purposive sampling. This type of research is descriptive and quantitative verification. The population in this study were Gojek GoFood Feature customers in the city of Bandung with a sample size of 100 respondents. The data analysis method used is simple linear analysis to analyze the effect of E-Recovery Service Quality on E-Loyalty.

The test results show that E-Recovery Service Quality has a significant effect on E-Loyalty for Gojek GoFood Feature customers with a t value of 8.149. Value of t table < t count or 1.966 < 8.149 with a significance value < 0.05, namely 0.000 < 0.05.

The beta coefficient value is 0.546, which means that E-Recovery Service Quality can explain E-Loyalty of 54.60% or states that every change of one unit of E-Recovery Service Quality can result in a change in E-Loyalty of 54.60%. The discussion and recommendations given are all written in this article.

Keywords

E-Recovery Service Quality; E-Loyalty; GoFood

Full Text:

PDF

References

Adhitya, C. R. S., & Rahanatha, B. (2015). Analisis Pengaruh Pemulihan Pelayanan Terhadap Kepuasan Pelanggan Pada Hotel Tjampuhan Ubud. E-Jurnal Manajemen Unud, 4(12), 4074–4104. https://repositori.unud.ac.id/protected/storage/upload/repositori/47a7309614ef78934acf44efc6eb3709.pdf

Aulia, D. D. (2023). Nilai Transaksi GoFood di RI dan Vietnam Naik 2x Lipat, Ini Pemicunya. DetikFinance. https://finance.detik.com/berita-ekonomi-bisnis/d-6524444/nilai-transaksi-gofood-di-ri-dan-vietnam-naik-2x-lipat-ini-pemicunya

Byun, D.-H., & Finnie, G. (2010). Evaluating usability, user satisfaction and intention to revisit for successful e-government websites. Electronic Government, an International Journal, 8(1), 1–19. https://www.inderscienceonline.com/doi/abs/10.1504/EG.2011.037694

Hidayah, R. T., & Utami, E. M. (2017). E-Service Quality And E-Recovery Service Quality On E-Satisfaction Lazada.Com. Jurnal Riset Manajemen Sains Indonesia, 8(2), 257–274.

Hur, Y., Ko, Y. J., & Valacich, J. (2011). A Structural Model of the Relationships Between Sport Website Quality, E-Satisfaction, and E-Loyalty. Journal of Sport Management, 25, 458–473.

Janita, M. S., & Miranda, F. J. (2013). Exploring Service Quality Dimensions in B2B e-marketplaces. Journal of Electronic Commerce Research, 14(4), 363–386. http://www.jecr.org/sites/default/files/14_4_p06.pdf

Jeon, M. M., & Jeong, M. (2017). Customers’ perceived website service quality and its effects on e-loyalty. International Journal of Contemporary Hospitality Management, 29(1), 438–457. https://www.researchgate.net/profile/Myunghee-Mindy-Jeon/publication/315639532_Customers%27_perceived_website_service_quality_and_its_effects_on_e-loyalty/links/5cf1dcc34585153c3daa2e01/Customers-perceived-website-service-quality-and-its-effects-on-e-loya

Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302. https://www.emerald.com/insight/content/doi/10.1108/SAJBS-01-2019-0016/full/html

Komara, A. T. (2014). Keterkaitan E-Service Quality Dan E-Recovery Service Quality Maskapai Penerbangan Air Asia Dengan Menggunakan Structural Equation Modeling. Jurnal Computech & Bisnis, 8(2), 101–111.

Lewis, B. R., & McCann, P. (2004). Service failure and recovery: evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6–17. https://www.emerald.com/insight/content/doi/10.1108/09596110410516516/full/html

Marimon, F., Yaya, L. H. P., & Fa, M. C. (2012). Impact of e-Quality and service recovery on loyalty: A study of e-banking in Spain. Total Quality Management & Business Excellence, 23(7–8), 767–789. https://www.tandfonline.com/doi/abs/10.1080/14783363.2011.637795

Muhid, H. K. (2022). 5 Pemain Baru Ojek dan Taksi Online di Dunia Transportasi Online. Tempo.Co. https://bisnis.tempo.co/read/1608235/5-pemain-baru-ojek-dan-taksi-online-di-dunia-transportasi-online

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213–233.

Prabowo, G. (2020). Perkembangan Teknologi Transportasi di Indonesia. Kompas.Com. https://www.kompas.com/skola/read/2020/12/21/152002869/perkembangan-teknologi-transportasi-di-indonesia?page=all

Putri, A. E., & Verinita, V. (2019). Analisis Pengaruh E-Service Quality, E-Recovery Service Quality Terhadap Loyalitas Melalui Perceived Value Sebagai Variabel Mediasi (Studi Pada Pelanggan Shopee Di Kota Padang). Jurnal Ilmiah Mahasiswa Ekonomi Manajemen Universitas Andalas, 4(4), 733–752.

Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery. Journal of Theoretical and Applied Electronic Commerce Research, 13(1), 26–38.

Winnie, P.-M. W. (2014). The Impact of Trustworthiness and Customer e-Loyalty and e-Satisfaction. International Journal of Academic Research in Business and Social Sciences, 4(3), 390–408. https://pdfs.semanticscholar.org/2368/f5238f10d189618102a3fba67068a5edc52d.pdf

Wu, K.-W. (2011). Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers. Contemporary Management Research, 7(1), 21–44. https://cmr-journal.org/article/view/1101/6151

Zehir, C., & Narcıkara, E. (2016). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229(August), 427–443. https://www.sciencedirect.com/science/article/pii/S1877042816310886

DOI: https://doi.org/10.24114/niaga.v12i1.43693