Scholarlink

This research aims to determine the influence of mobile service quality (MSQ), perceived service quality (PQ), perceived price fairness (PP) on customer loyalty (CL) of Generation Z customers who use GoFood in Bandung City which is mediated by customer satisfaction (CS) and moderated by personal innovativeness (PI). This research used a quantitative approach with primary data collection through questionnaires. Data was gathered from 376 respondents through a Google Form questionnaire and analyzed using descriptive statistical analysis and multivariate analysis via PLS-SEM. Although GoFood was the pioneering online food delivery service in Indonesia, it has yet to achieve the top ranking in the country’s online food delivery market. Through an objective and quantitative approach, this research aims to provide a clear understanding of the factors affecting customer loyalty to GoFood. This research states that all variables are in the good category and 11 of the total 12 hypotheses are accepted. This research recommends that GoFood further optimizes their mobile service quality.

错误：搜索内容不能为空，请输入英文关键词
错误：关键词超出字数限制，请精简
高级检索

The Influence of Mobile Service Quality, Perceived Service Quality and Price Fairness on GoFood Customer Loyalty in Bandung City Through Customer Satisfaction and Moderated by Personal Innovativeness: Generation Z’s Case Study

  • 章节

  • 发表日期：

    2025年

查看全文
  • Julius Maruasa Sinaga,
  • Riski Taufik Hidyah,
  • Ratih Hendayani

摘要

This research aims to determine the influence of mobile service quality (MSQ), perceived service quality (PQ), perceived price fairness (PP) on customer loyalty (CL) of Generation Z customers who use GoFood in Bandung City which is mediated by customer satisfaction (CS) and moderated by personal innovativeness (PI). This research used a quantitative approach with primary data collection through questionnaires. Data was gathered from 376 respondents through a Google Form questionnaire and analyzed using descriptive statistical analysis and multivariate analysis via PLS-SEM. Although GoFood was the pioneering online food delivery service in Indonesia, it has yet to achieve the top ranking in the country’s online food delivery market. Through an objective and quantitative approach, this research aims to provide a clear understanding of the factors affecting customer loyalty to GoFood. This research states that all variables are in the good category and 11 of the total 12 hypotheses are accepted. This research recommends that GoFood further optimizes their mobile service quality.