Pengaruh E-Service Quality dan Price terhadap Customer Trust Serta Dampaknya pada E-Loyalty (Studi pada GrabFood)
Main Article Content
Abstract
Penelitian ini bertujuan untuk menguji model penelitian yang diharapkan memperoleh hasil dari pengaruh E-Service Quality dan Price terhadap Customer Trust serta dampaknya pada E-Loyalty. Data responden yang diperoleh dari hasil sebaran kuesioner kepada pengguna layanan GrabFood secara online melalui platform Qualtrics XM kepada 150 responden selama bulan September 2022. Pada penelitian ini dilakukan 5 pengujian terhadap hipotesis berdasarkan indikator variabel yang disusun dengan menggunakan analisis SEM PLS (partial least square) dengan metode SmartPLS. Pengujian ini terdiri dari outer model, inner model, dan pengujian hipotesis. Pengujian hipotesis yang menunjukan adanya hubungan berpengaruh langsung secara positif dan signifikan antara lain H1: E-Service Quality berpengaruh positif dan signifikan terhadap E-Loyalty, H2: E-Service Quality berpengaruh positif dan signifikan terhadap Customer Trust, H3: Price berpengaruh positif dan signifikan terhadap E-Loyalty, H4:Price berpengaruh positif dan signifikan terhadap Customer Trust, dan H5: Customer Trust berpengaruh positif dan signifikan terhadap E-Loyalty. Penelitian ini diharapkan dapat memberikan implikasi yang baik secara teoritis maupun pada penelitian selanjutnya. Selain itu, implikasi penelitian ini juga dapat menjadi masukan bagi perusahaan untuk merancang program E-Loyalty yang mengintegrasikan E-Service Quality, Price dan Customer Trust. Hal ini penting karena hubungan antara E-Loyalty dengan E-Service Quality dan Price dimediasi oleh Customer Trust.
Article Details
An author who publishes in the journal "Jurnal Ilmu Manajemen (JIM)" agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Author is able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with the acknowledgement of its initial publication in this journal.
Author is permitted and encouraged to post his/her work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).
All materials in this site are protected by the law. It is prohibited to quote a part of or all of this website contents for commercial purposes without the permission or consent of the editors.
If anyone finds one article or more in this journal violate or potentially violate one's copyrights, please report to us through e-mail of Principle Contact.
Legal-formal aspects of accessing any information and manuscript in this journal website refer to the provision of license Creative Commons Attribution-Share Alike (CC BY-SA). Read more about the Creative Commons Attribution-ShareAlike 4.0 Licence here: https://creativecommons.org/licenses/by-sa/4.0/.
All information available in 'Jurnal Ilmu Ekonomi (JIM)' is academic in nature. 'Jurnal Ilmu Ekonomi (JIM)' is not responsible for loss due to the abuse of information in the website.
References
Al-dweeri, R.M., Obeidat, Z.M., Al-dwiry, M.A., Alshurideh, M.T. and Alhorani, A.M. (2017). "The impact of e-service quality and E-Loyalty on online shopping: moderating effect of e-satisfaction and e-trust", International Journal of Marketing Studies, Vol. 9 No. 2, pp. 92-103.
Cao, M., Zhang, Q. and Seydel, J. (2005), "B2C e-commerce website quality: an empirical examination", Industrial Management & Data Systems, Vol. 105 No. 5, pp. 645-661.
Cheng, S.I. (2011), "Comparisons of competing models between attitudinal loyalty and behavioral loyalty", International Journal of Business and Social Science, Vol. 2 No. 10, pp. 149-166.
Darmawan, E.S. (2022). Riset Momentum Works: Grab Kokoh Kuasai Layanan Pesan Antar Makanan di Indonesia dengan 49 Persen GMV. Kompas.com. https://money.kompas.com/read/2022/02/21/143100326/riset-momentum-works-grab-kokoh-kuasai-layanan-pesan-antar-makanan-di Diakses pada 20 Desember 2022, pukul 21.45 WIB.
Ejdys, J., & Gulc, A. (2020). Trust in courier services and its antecedents as a determinant of perceived service quality and future intention to use courier service. Sustainability (Switzerland), 12(21), 1–19. https://doi.org/10.3390/su12219088
Ghozali, Imam., (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS), Edisi 4, Semarang: Badan Penerbit Universitas Diponegoro.
Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2014) Multivariate Data Analysis. 7th Edition, Pearson Education, Upper Saddle River.
Hair, J.F., Jr., R.E. Anderson, R.L., Thatam & W.C. Black. (1998). Multivariate Data Analysis, Englewood Cliffs, NJ: Prentice Hall.
Hartono, J. M., dan Abdillah W. (2014). Konsep Aplikasi PLS (Partial Least Square) untuk penelitian empiris, Edisi Pertama. Cetakan Kedua, BPFE, Yogyakarta.
J. Santos, "E-service quality: a model of virtual service quality dimensions," Managing Service Quality, pp. 233-246, 2003.
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://doi.org/10.1108/SAJBS-01-2019-0016
Kim, J., Jin, B. and Swinney, J.L. (2009), "The role of retail quality, e-satisfaction and e-trust in online loyalty development process", Journal of Retailing and Consumer Services, Vol. 6 No. 4, pp. 239-247
Kotler, P., & Armstrong, G. (2015). Marketing an Introduction Prentice Hall, 12th ed. Pearson Education, Inc, England.
Kotler, Philip and Kevin Lane Keller (2016). Marketing Management, 15th Edition, Pearson Education, Inc.
Kotler, Philip., Kevin Lane Keller., Brady. Mairead., Goodman. Malcolm., & Hansen. Torben. (2019). Marketing Management, 4th European Edition, Pearson Education, Inc.
LAPAROJKIT, S., & SUTTIPUN, M. (2021). The Influence of Customer Trust and Loyalty on Repurchase Intention of Domestic Tourism: A Case Study in Thailand During COVID-19 Crisis. The Journal of Asian Finance, Economics and Business, 8(5), 961-969. doi: https://doi.org/10.13106/jafeb.2021.vol8.no5.0961.
Li, Y.N., Tan, C.K. and Xie, M. (2002), "Measuring web-based service quality", Total Quality Management, Vol. 13 No. 5, pp. 685-700
Lidwina, A. (2021). Penggunaan Aplikasi Pesan-Antar Makanan Indonesia Tertinggi di Dunia. Katadata.co. https://databoks.katadata.co.id/datapublish/2021/02/18/penggunaan-aplikasi-pesan-antar-makanan-indonesia-tertinggi-di-dunia . Diakses pada 20 Desember 2022, pukul 21.45 WIB.
Loiacono, E., Watson, R.T. and Goodhue, D. (2007), "WebQual: an instrument for consumer evaluation of websites", International Journal of Electronic Commerce, Vol. 11 No. 3, pp. 51-87.
McKnight, D.H., Chervany, N.L., 2001– 2002. What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology. International Journal of Electronic Commerce 6 (2), 35 – 59
Muarif, B. (2021). Pentingnya Loyalitas Konsumen bagi Sebuah Perusahaan. Kumparan.com. https://kumparan.com/bagus-muarif/pentingnya-loyalitas-konsumen-bagi-sebuah-perusahaan-1uwuAqXdk2C/full . Diakses pada 20 Desember 2022, pukul 21.45 WIB.
Nath, A. and Zheng, L. (2004), Perception of Service Quality in E-commerce: An Analytical Study of Internet Auction Sites, Lulea University of Technology, Lulea
Nugraheni, A. (2022). Persaingan Ketat Layanan Pengiriman Makanan. Kompas.id. https://www.kompas.id/baca/telaah/2022/02/16/persaingan-ketat-layanan-pengiriman-makanan-1 . Diakses pada 20 Desember 2022, pukul 21.45 WIB.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research. https://doi.org/10.1177/1094670504271156
Pratama, D. W. and Santoso, S. B. (2018) "˜Pengaruh Citra Merek , Kualitas Produk dan Harga Terhadap Keputusan Pembelian melalui Kepercayaan Konsumen pada Produk Stuck Original', Diponegoro Journal of Management, 7(2), pp. 1–11
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, ecustomer satisfaction and loyalty: The modified e-SERVQUAL model. The TQM Journal, 32(6), 1443-1466. https://doi.org/10.1108/TQM-02-2020-0019
Romadhoni, B., Hadiwidjojo, B., Noermijati and Aisjah, S. (2015), "Relationship between e-service quality, e-satisfaction, e-trust, e-commitment in building customer E-Loyalty: a literature review", International Journal of Business and Management Invention, Vol. 4 No. 2, pp. 1-9.
Russell, B.R., McColl-Kennedy, J.R. and Coote, L.V. (2007), "Involvement, satisfaction, and brand loyalty in a small business services setting", Journal of Business Research, Vol. 60 No. 12, pp. 1253-1260.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150-167. https://doi.org/10.1177/0092070300281014
Sondakh, Conny.2014. "Kualitas Layanan, Citra Merek dan Pengaruhnya Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan (Studi pada Nasabah Taplus BNI Cabang Manado)". Jurnal Riset Bisnis dan Manajemen, Vol 3 No. 1. Fakultas Ekonomi dan Bisnis Universitas Sam Ratulangi.
Sugiyono. (2016). Metode Penelitian Kuantitatif, kualitatif, dan R&D. Bandung: PT Alfabet.
Suliyanto. (2018). Metode Penelitian Bisnis Untuk Skripsi, Tesis & Disertasi.Yogyakarta : ANDI, CV
Wirtz, J., Kun, D. and Lee, K. (2000), "Should a firm with a reputation for outstanding service quality offer a service guarantee?", The Journal of Services Marketing, Vol. 14 No. 6, pp. 502-512
Wolfinbarger, M.F. and Gilly, M.C. (2003), "eTailQ: dimensionalizing, measuring and predicting etail quality", Journal of Retailing, Vol. 79 No. 3, pp. 183-198.
Yang, Z., Peterson, R.T. and Cai, S. (2003), "Service quality dimensions of internet retailing: an exploratory analysis", Journal of Service Marketing, Vol. 17 No. 7, pp. 685-700.
Zeithaml, V., Parasuraman, A. and Malhotra, A. (2002), "Service quality delivery through websites: a critical review of extant knowledge", Academy of Marketing Science Journal, Vol. 30 No. 4, pp. 362-375.