SERVICE QUALITY FACTORS AFFECTING REPURCHASING DECISION IN FOOD PRODUCT VIA SERVICE PROVIDER “FOOD PANDA APPLICATION”

Abstract

The purpose of this research was to investigate the service quality factors affecting repurchasing decision in food product via service provider “food panda application”. This study was a survey research in which questionnaire was used as an instrument to collect data from 400 those who be a member of food panda page. The data was analyzed by statistic which are mean, standard deviation and multiple regression analysis. The result shows that reliability, responsiveness, assurance, empathy and tangible factor of service quality have an impact on the repurchasing decision at a significant level 0.05 in which the reliability factor has the most impact, followed respectively by the Assurance factor, Empathy factor, Responsiveness factor and Tangible factor.