Pengaruh E-Service Quality, Kualitas Informasi dan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Grabbike

Punang Biru Vicramaditya

Abstract


This study aims to determine the effect of e-service quality, information quality and perceived value on GrabBike customer loyalty through customer satisfaction. The number of respondents used in this study was 154 respondents, all respondents were users of the GrabBike service on the Grab application issued by the company PT Grab Indonesia. The instrument used in this study was a questionnaire instrument. The data from filling out the questionnaire were then analyzed using the Partial Least Square (PLS) analysis technique with the help of the SmartPLs program.

Based on the results of this study, it was found that e-service quality and perceived value had a positive and significant effect on customer satisfaction and customer loyalty, while information quality had a positive and significant effect on customer satisfaction but not positive and significant on customer loyalty. The results of the indirect effect test show that e-service quality, information quality and perceived value have a positive and significant effect on customer loyalty through customer satisfaction.

Keywords: e-service quality, information quality, perceived value, Partial Least Square


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DOI: http://dx.doi.org/10.14414/jbb.v10i2.2379

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