PENGARUH SERVICE QUALITY, FAKTOR LAINNYA TERHADAP SATISFACTION PADA APLIKASI MAKANAN
DOI:
https://doi.org/10.34127/jrlab.v14i3.1769Keywords:
Service Quality, Satisfaction, Food Delivery ApplicationAbstract
Digital technology development has driven the growth of the food delivery industry, creating intense competition in Indonesia. Customer satisfaction becomes a key factor in attracting and retaining customers in this industry. This study in the influence of security, information availability, shipping, quality, pricing, and time on customer satisfaction of ShopeeFood users in Jakarta and Bekasi. Based on quantitative method with purposive sampling involving 170 respondents, at least two transactions in the last three months. Respondent were dominated by women aged 17-25 years in Jakarta. Data were collected through online and analyzed using multiple linear regression with SPSS. The results showed that all independent had positive and significant on customer satisfaction. Quality had the strongest influence, followed by shipping and time, while security, information availability and pricing showed more moderate effects. The research model was able to explain most of the changes in customer satisfaction. The findings confirm that product quality is the main determinant of customer satisfaction in food delivery services, while delivery speed and time efficiency serve as important differentiating factors. The managerial implications indicate the need for ShopeeFood to prioritize quality control improvement, logistics system optimization, and technology development to accelerate services.
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