The effect of responsiveness, accessibility, usability and attractiveness to perceived value and e-satisfaction on Pizza hut application

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Heriyanto, Iwan (2023) The effect of responsiveness, accessibility, usability and attractiveness to perceived value and e-satisfaction on Pizza hut application. Graduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

Food delivery service is an-on-demand service that provides consumers, business owners, and food delivery service platforms with convenience and profitability. It also provides additional public safety that is mandatory and require in the current pandemic situation. Customers can now obtain food and beverages in a much easier and more convenient way with food delivery platform. Owners of food and beverage businesses can expand their customer base and popularity by joining various food delivery platforms. It is necessary and important for the food and beverage sector, also public to understand the factors driving Indonesia's delivery service industry's growth and downsides. This research is set to examine the relationship among responsiveness, accessibility, usability, attractiveness towards perceived value and E-Satisfaction of food delivery apps. In this research, for total 124 respondents live in Jabodetabek area, and have experience purchase pizza from any food delivery platform (shopee food, grab food, go food, pizza hut application). The result shows that usability and attractiveness give significant positive effect of perceived value, meanwhile responsiveness and accessibility is not significant give positive effect on perceived value. Result of positive perceived value will give significant positive effect on customer E-satisfaction. Customer that satisfy using an apps, will eventually generate more new customer, along with retaining loyal customer to continuously using the apps to order pizza hut.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dede Faujiah
Date Deposited: 15 Feb 2023 08:35
Last Modified: 15 Feb 2023 08:35
URI: http://repository.ipmi.ac.id/id/eprint/1811

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