Impact of Information Quality on Customer Perceived Value, Experience Quality, and Customer Satisfaction from Using GoFood Aplication
https://doi.org/10.22146/jieb.59810 Tundung Subali Patma(1*), Nilawati Fienaningsih(2), Karisma Sri Rahayu(3), I Gusti Lanang Suta Artatanaya(4)
(1) Polytechnic State of Malang
(2) Business Administration, Malang State Polytechnic
(3) Business Administration, Malang State Polytechnic
(4) Business Administration, Bali State Polytechnic
(*) Corresponding Author
Abstract
Introduction/Main Objectives: The existence of technological advances in online transportation provides benefits to the community, and especially for the culinary industry; consumers no longer have to go to restaurants to buy food; it can be ordered through the Gojek application. The Gojek application makes it easy for people to buy food online. Various items of information about the restaurant are provided by Gojek’s online transportation service application. Background Problems: The government's appeal regarding COVID-19 requires people to stay at home, to support social distancing. Many activities must now be carried out at home, including eating. Along with the technological developments, people do not need to worry about staying at home because everything can be done from the home, with the GoFood application's support. Novelty: This study aims to determine and prove the effect of information quality on experience quality and customer perceived value, as well as satisfaction, from using the GoFood application in Malang City. This research is an update of the information gathered previously during the pandemic, which can be used as a reference for determining marketing strategies. Research Methods: This type of research is explanatory research through a quantitative approach, by conducting a direct survey of the application’s users, by using an online questionnaire. The research sample consists of 380 respondents. The sampling technique of this study was purposive sampling with the criteria that the Gojek application’s users had made purchases the application at least one times, and were aged 18 years and over, so the perceptions given would be quite clear and independent. Finding/Results: The results show that information quality has a positive and significant effect on experience quality, customer perceived value and customer satisfaction; experience quality has a positive and significant effect on customer perceived value; and customer perceived value has a positive and significant effect on customer satisfaction. Conclusion: This study reveals that the quality of the experience has a positive but insignificant effect on customer satisfaction. The result is a new finding from this study because there are differences in the previous studies' relationships between the variables. This study contributes that the stay-at-home appeal could increase the use of online applications to carry out activities.
Keywords
Full Text:
PDFReferences
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92-103. https://doi.org/10.5539/ijms.v9n2p92
An, S., Choi, Y., & Lee, C.-K. (2021). Virtual travel experience and destination marketing: effects of sense and information quality on flow and visit intention. Journal of Destination Marketing & Management, 19 (November 2020), 100492. https://doi.org/10.1016/j.jdmm.2020.100492
Choi, J. (2008). Customer satisfaction factors of mobile commerce in Korea. Internet Research Vol. 18 No. 3, 313-335.
Citradi, T. (2020, April 14). Not only hitting optimism, Corona also changes consumer behavior. Retrieved from: www.cnbcindonesia.com.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
Delone, W. H., & Mclean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of electronic commerce, 9(1), 31-47. https://doi.org/10.1080/10864415.2004.11044317
Echdar, S. (2017). Management and Business Research Methods. Bogor: Ghalia Indonesia.
Ghozali, I., & Heng, L. (2012). Partial Least Square, Concepts, Techniques, and Applications SMART PLUS 2.0 M3 For Business Research. Semarang: Diponegoro Publisher Agency.
Hapsari, R., Clemes, M., & Dean, D. (2016). The mediating role of perceived value on the relationship between service quality and customer satisfaction: Evidence from Indonesian airline passengers. Procedia Economics and Finance, 35(12), 388-95. https://doi.org/10.1016/S2212-5671(16)00048-4
Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis. Psychology & Marketing, 18(1), 43-66.
Hossain, U., Jerin, I., Al, H., Bakar, A., Hamid, A., Shaharudin, A., & Latiff, A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates ? Heliyon, 6(December), e05710. https://doi.org/10.1016/j.heliyon.2020.e05710
Hsiu, F. L., & Gwo, G. L. (2006). Determinants of success for online communities: an empirical study. Behaviour and Information Technology Vol. 25 No. 6, 479-488.
Jin, N., Lee, S., & Lee, H. (2013). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: new versus repeat visitors. International Journal of Tourism Research, 17(1) , 82-95.
Josina. (2020, May 17). During the Pandemic, GoFood Transactions Increase. Retrieved from detik.com: https://inet.detik.com/cyberlife/d-5018169/selama-pandemi-transaksi-gofood-meningkat
Khan, I., Garg, R. J., & Rahman, Z. (2015). Customer service experience in hotel operations: an empirical analysis. Procedia-Social and Behavioral Sciences, 189, 266-274. https://doi.org/10.1016/j.sbspro.2015.03.222
Klaus, P. P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227-246. https://doi.org/10.2501/IJMR-2013-021
Kotler, P., & Keller, K. L. (2009). Marketing. Jakarta: Erlangga.
Kusumawati, A., & Rahayu, K. S. (2019). The role of experience quality and customer-perceived value on customer satisfaction and customer loyalty: a case study of indonesian outdoor cafés. International Journal of Innovation, Creativity and Change, 8(9), 143–159.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal. https://doi.org/10.1108/TQM-05-2019-0150
Lemke, F., Clark , M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science 39, 846-869.
Levy, M., & Weitz, B. A. (2007). Retailing management. Boston: McGraw-Hill/Irwin.
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and internet shopping environment. Journal of Retailing 77 , 39-56.
McFadden, F. R., Hoffer, J. A., & Prescott, M. B. (1999). Modern database management 5th edition. Boston: Addison Wesley
Murphy, L., Moscardo, G., Benckendorff, P., & Pearce, P. (2011). Evaluating tourist satisfaction with the retail experience in a typical tourist shopping village. Journal of Retailing and Consumer Services, 18(4), 302–310. https://doi.org/10.1016/j.jretconser.2011.02.004.
Prayag, G., Hosany, S., & Odeh, K. (2013). The role of tourists’ emotional experiences and satisfaction in understanding behavioral intentions. Journal of Destination Marketing and Management, 2(2), 118–127. https://doi.org/10.1016/j.jdmm.2013.05.001
Rai, A., Sandra, S. L., & Welker, R. B. (2002). Assessing the validity of is success model: an empirical test and theoretical analysis. Information Systems Research, 13 (1), 50-69.
Roy, S. (2018). Effects of customer experience across service types, customer types and time. Journal of Services Marketing, 32(4), 400–413. https://doi.org/10.1108/JSM-11-2016-0406
Sachdeva, S. (2010). Mobile commerce: an overview. Seminar Mobile Services, Technische Universitaet Berlin, pp. 1-9.
Suhartanto, D., Clemes, M., & Dean, D. (2013). analyzing the complex and dynamic nature of brand loyalty in the hotel industry. Tourism Review International Vol.17, 47-61.
Szymanski, D. M., & Hise, R. (2000). E-satisfaction: an initial examination. Journal of Retailing Vol. 76 No. 3, 309–322.
Tam, C., & Oliveira, T. (2017). Understanding mobile banking individual performance: the DeLone and McLean model and the moderating effects of individual culture. Internet Research, Vol. 27 Issue: 3.
Unhelkar, B. (2006). Handbook of research in mobile business: technical, methodological, and social perspective, Vol. 1 Ch. 1-30. Pennsylvania: Idea Group Inc.
Wu, H. C., Li, M. Y., & Li, T. (2018). A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention. In Journal of Hospitality and Tourism Research (Vol. 42, Issue 1). https://doi.org/10.1177/1096348014563396
DOI: https://doi.org/10.22146/jieb.59810
Article Metrics
Abstract views : 9346
| 
views : 8094
Refbacks
- There are currently no refbacks.
Copyright (c) 2021 Journal of Indonesian Economy and Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
| Journal of Indonesian Economy and Business |
| The Journal of Indonesian Economy and Business (print ISSN 2085-8272; online ISSN 2338-5847) is published by the Faculty of Economics and Business Universitas Gadjah Mada, Indonesia. The content of this website is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License |
| © 2019 Journal of Indonesian Economy and Business | Visitor Statistics |