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All Journal Jurnal Manajemen Global Research on Economy, Business, Communication, and Information
Abdullah Rakhman
Program Studi Manajemen, Institut Bisnis dan Informatika Kwik Kian Gie, Jakarta
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Pengalaman dan Kepuasan Berpengaruh Positif terhadap Loyalitas Pelanggan Gofood di Jakarta Clara Audina; Abdullah Rakhman
Jurnal Manajemen Vol 12 No 2 (2023): Mei-Oktober 2023
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jman.v12i2.954

Abstract

The developments in the internet and related technology have switched business digitally. One of the digital businesses known widely is an online food delivery service, GoFood. With the growth of the online food delivery service business, the business players in the industry struggle for the most crucial factor for success: customer loyalty. The need for customer loyalty forces GoFood to ensure customers experience positive service and are satisfied. However, empirical confirmation of this notion is still not fully available. This study is purposed to find such a necessity in the GoFood context. Therefore, the authors collected the data from 190 GoFood customers chosen judgmentally. Data analysis with multiple linear regression analysis reveals that customer experience and satisfaction positively and significantly affect customer loyalty with a determinant coefficient of 42.2%. Further research can replicate this study constructively by adding a structural path from customer experience to customer satisfaction.
Online Customer Reviews, Online Customer Ratings, Purchasing Decisions Steven Steven; Abdullah Rakhman
Global Research on Economy, Business, Communication, and Information Vol. 1 No. 1 (2023): GREBUCI: Mei - Oktober 2023
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat (LPPM) Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/grebuci.v1i1.960

Abstract

Online shopping is now popular due to the development of Internet technology that enables shoppers to shop anywhere, anytime. However, behind its convenience, some drawbacks can be detrimental for the users, such as the breadth of the market and variants of similar products offered by different online stores that cause more difficult evaluations for many shoppers. In such a situation, shoppers rely on a shortcut mechanism to make purchase decisions, which considers mainly other customers' ratings and reviews. This study aims to investigate that shortcut in Tokopedia. Therefore, the authors recruited judgmentally 120 shoppers as respondents. Data analysis using multiple linear regression reveals that online customer reviews and ratings significantly and positively influence purchase decisions.
Co-Authors Clara Audina Steven Steven