Peran E-Service Quality Dalam Meningkatkan Penjualan Makanan Melalui Penggunaan Aplikasi ShopeeFood
DOI:
https://doi.org/10.37802/joti.v3i2.225Keywords:
kualitas layanan elektronik, pesan antar makanan online, e-commerce.Abstract
Penelitian ini bertujuan untuk mengetahui peran e-service quality dalam meningkatkan penjualan pada bisnis makanan online melalui aplikasi ShopeeFood. Populasi penelitian ini adalah pengguna aplikasi ShopeeFood di kota Malang yang pernah menggunakan Shopeefood setidaknya satu kali dalam enam bulan yang berusia di atas 17 tahun yang berjumlah 200 responden. Teknik pengambilan sampel yang digunakan adalah accidental sampling, dan untuk pengolahan datanya menggunakan SEM-PLS. Hasil penelitian ini adalah dari empat variabel pada e-service quality yaitu desain, layanan pelanggan, keamanan / privasi, dan pemenuhan (fulfillment), hanya variabel layanan pelanggan dengan indikator service level dan return policies yang tidak berpengaruh signifikan terhadap kualitas layanan elektronik secara keseluruhan, sedangkan tiga variabel yang lainnya berpengaruh signifikan.
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