PENGARUH PERCEIVED VALUE DAN E-SERVICE QUALITY TERHADAP INTENTION TO REUSE YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA PENGGUNA GRAB DI KOTA BANDUNG
Abstract
Berdasarkan Survei IPSOS menetapkan super app sebagai aplikasi yang menawarkan tiga layanan digital seperti transportasi (ride-hailing, e-commerce dan pembayaran). Grab menjadi super app terbaik di 6 negara Asia Tenggara termasuk dengan rata-rata total skor 63. Namun berdasarkan Top Brand Index (2023) kategori jasa transportasi online diketahui bahwa Grab mengalami penurunan index pada periode 2021-2023. Hal ini mengidentifikasi adanya masalah pada minat menggunakan kembali Grab yang terlihat dari rendahnya data penggunaan Grab jika dibandingkan dengan transportasi online pesaingnya. Penelitian ini akan melakukan pegujian terhadap variabel perceived value dan e-service quality terhadap intention to reuse yang dimediasi oleh customer satisfaction. Pada penelitian yang sudah dilaksanakan ini memakai populasi masyarakat kota Bandung yang sudah menggunakan aplikasi Grab, adapun jumlah sampel sebesar 120 responden. Pengumpulan data yang dipakai peneliti dengan menyebarkan kuesioner menggunakan google form. Pengujian yang dilakukan oleh peneliti diantaranya regresi linear berganda, uji asumsi klasik, Uji T dan Uji F. Penelitian ini memperlihatkan jika variabel perceived value dan e-service quality berpengaruh terhadap intention to reuse, perceived value dan e -service quality berpengaruh positif dan signifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh memediasi perceived value dan e-service quality terhadap intention to reuse
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Ains, E. N. S., Nomor, V., Fithriani, M., & Mulyana, A. (2020). Nilai Terhadap Niat Pembelian Jasa Payment Point. 68–75.
Al Fatah, Y., Rofiq, A., & Khusniyah Indrawati, N. (2023). The Effect of Trust and Perceived Value on Reuse Intention of Linkaja Application Users Mediated by Customer Satisfaction. Journal of World Science, 2(3), 583–596. https://doi.org/10.58344/jws.v2i3.179
Ashoer, M. (2019). Pengaruh E-Service Quality Terhadap E-Satisfaction Pada Pelanggan Situs Toko Online Brodo. JBMI (Jurnal Bisnis, Manajemen, Dan Informatika), 15(3), 238–251. https://doi.org/10.26487/jbmi.v15i3.4543
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Dary Nugraha Gotama Putra, S. T. R. (2021). Analisis Pengaruh Kemudahan Penggunaan, Kualitas Layanan, dan Persepsi Manfaat Terhadap Loyalitas Pengguna dengan Kepuasan Pengguna Sebagai Variabel Intervening. Diponegoro Journal of Management, 10(1), 1–11. http://ejournal-s1.undip.ac.id/index.php/dbr
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Khasbulloh, A. H. K., & Suparna, G. (2022). Effect of Perceived Risk and Perceived Value on Customer Loyalty through Customer Satisfaction as Intervening Variables on Bukalapak Users. European Journal of Business and Management Research, 7(4), 22–28. https://doi.org/10.24018/ejbmr.2022.7.4.1472
Kotler & Keller. (2009). Marketing Management. Pearson Education/Prentice Hall.
Kotler & Keller. (2012). Manajemen Pemasaran.
Prawira, J. V., & Sidharta, H. (2021). Pengaruh Kualitas Layanan terhadap Kepuasan Konsumen dalam Menciptakan Minat Penggunaan Ulang pada Personal Shopper Service. Jurnal Manajemen Dan Start-Up Bisnis, 6(2020).
Ramadhani, S., & Siregar, O. M. (2022). PENGARUH PERCEIVED USEFULNESS DAN TRUST TERHADAP MINAT MENGGUNAKAN KEMBALI E-WALLET DANA (Studi Pada Mahasiswa Kota Medan). Jurnal Ekonomi Kreatif Dan Manajemen Bisnis Digital, 1(2), 229–238. https://transpublika.co.id/ojs/index.php/JEKOMBITAL
Roscoe, J. T. (1975). Fundamental Reseach statistic for the behavior science, pemasaran.
Sekaran & Bougie, R. (2017). Metode penelitian untik bisnis, pemasaran.
Sitthipon, T., & Limna, P. (n.d.). Gamification Predicting Customers ’ Repurchase Intention Via E-Commerce Platforms Through Mediating Effect of Customer Satisfaction in. 1(1), 1–14.
Sugiono. (2017). metode penelitian untuk bisnis.
Umara, B., Suryadi, D., Isnaeni, S., Yulianti, G., & Tumini, Y. (2021). Peran Kepuasan dalam Memediasi Pengaruh Persepsi Nilai Pasca Pembelian Terhadap Minat Beli Ulang Pengguna Vending Machine Blue Mart. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 2(01), 47–58. https://doi.org/10.37366/ekomabis.v2i01.148
Van Aaken, D., Ahlemann, F., Bode, C., Brühl, R., Büschken, J., Dobusch, L., Elsas, R., Florysiak, D., Friedl, G., Güttel, W., Hofmann, C., Hutter, K., Johanning, L., Kaiser, S., Kieser, A., Kliewer, N., Zu Knyphausen-Aufseß, D., Köszegi, S. T., Kozica, A., … Zwick, T. (2019). Mobile App Service Quality Dimensions and Requirements for Mobile Shopping Companion Apps. Junior Management Science, 4(3), 339–391. https://doi.org/10.5282/jums/v4i3pp339-391
Yasa, N. N. K., Piartrini, P. S., Telagawathi, N. L. W. S., Muna, N., Rahmayanti, P. L. D., Wardana, M. A., Wijaya, N. S., Ribek, P. K., & Suartina, I. W. (2022). The role of attitude to mediate the effect of trust, perceived behavior control, subjective norm and perceived quality on intention to reuse the COVID-19 website. International Journal of Data and Network Science, 6(3), 895–904. https://doi.org/10.5267/j.ijdns.2022.2.007
Yolanda, Y., Yudhira, A., & Yunita, M. (2023). Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Pelanggan Menggunakan Jasa Transportasi Online Maxim pada Mahasiswa Universitas Tjut Nyak Dhien. Journal of Education, Humaniora and Social Sciences (JEHSS), 6(1), 196–202. https://doi.org/10.34007/jehss.v6i1.1787
Yusuf, R., Hendawati, H., & Wibowo, L. A. (2020). Pengaruh Konten Pemasaran Shoppe Terhadap Pembelian Pelanggan. Jurnal Manajemen Pendidikan Dan IImu Sosial, 1(2), 506–515. https://doi.org/10.38035/JMPIS
Zahara, Z., Rombe, E., Ngatimun, N., & Suharsono, J. (2021). The effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services. International Journal of Data and Network Science, 5(3), 471–478. https://doi.org/10.5267/j.ijdns.2021.4.001
Zeithaml. (1993). A Dynamic Process model of service quality:from ekspectation to behavioral intentions, “Journal of Markrting Research.”
Zeqiri, J., Ramadani V., & Aloulou, W. J. (2023). The effect of perceived convinience and perceived value on intention to repurchase in online shopping; the mediating effect of e-WOM and trush. Economic Research-Ekonomska Instrazivanja, 36 (3).
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Published
2024-02-01
How to Cite
Purwanti, T., & Adialita, T. (2024). PENGARUH PERCEIVED VALUE DAN E-SERVICE QUALITY TERHADAP INTENTION TO REUSE YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA PENGGUNA GRAB DI KOTA BANDUNG. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(1), 829-844. https://doi.org/10.31955/mea.v8i1.3756
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