SERVICE QUALITY FACTORS AFFECTING THE SATISFACTION AND REPURCHASE OF CUSTOMERS OF FOODPANDA APPLICATION

Abstract

          The purposes of this research were (1) to study the difference of personal factors affecting the satisfaction of customers of foodpanda application (2) to study service quality factors affecting the satisfaction of customers of foodpanda application and (3) to study the relationship between satisfaction and repurchase of customers of foodpanda application. The sample size concluded 400 customers, who used the service of foodpanda application. The data collection of the target group was carried out through online questionnaires placed on the Google Form website in the social network. The statistics used for data analysis descriptive statistics include percentage, average, standard deviation, t-test analysis, F-test analysis, simple regression analysis, and multiple regression analysis.

          The results of the research showed that (1) the difference of personal factors in occupation affecting the satisfaction of customers at a statistical significance level of 0.05 (2) service quality factors of empathy, reliability, responsiveness, and tangibility affecting the satisfaction of customers at a statistical significance level of 0.05. The most affecting the satisfaction is empathy, reliability, responsiveness, and tangibility affecting the satisfaction of customers respectively, and (3) the satisfaction of customers relating repurchase at a statistical significance level of 0.05.

Keywords: Service Quality, SERVQUAL, Satisfaction, Repurchase, Foodpanda Application