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All Journal JURNAL ECONOMIA Jurnal Hospitality dan Manajemen Jasa JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) MIX : Jurnal Ilmiah Manajemen Jurnal Terapan Abdimas Binus Business Review Nature: National Academic Journal of Architecture MUDRA Jurnal Seni Budaya Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT Jurnal Pengabdian Pada Masyarakat Fokus Ekonomi IJEBD (International Journal Of Entrepreneurship And Business Development) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) CARADDE: Jurnal Pengabdian Kepada Masyarakat Jurnal Manajemen Pemasaran Jurnal Kreativitas PKM Jurnal Entrepreneur dan Entrepreneurship Jurnal Pendidikan dan Konseling International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Ilmiah Edunomika (JIE) Review of Management and Entrepreneurship Community Engagement and Emergence Journal (CEEJ) Jurnal Performa : Jurnal Manajemen dan Start-up Bisnis Jurnal Ilmiah Manajemen Kesatuan Ilomata International Journal of Social Science Jurnal Abdimas Kartika Wijayakusuma Jurnal Manajemen dan Kewirausahaan Jurnal Manajemen Perhotelan Journal of Tourism, Culinary, and Entrepreneurship (JTCE) Innovative: Journal Of Social Science Research International Journal of Review Management Business and Entrepreneurship
Thomas Stefanus Kaihatu
Universitas Ciputra
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Binus Business Review

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Customer Loyalty as an Impact of Perceived Usefulness to Grab Users, Mediated by Customer Satisfaction and Moderated by Perceived Ease of Use Rakha Hendra Maryanto; Thomas Stefanus Kaihatu
Binus Business Review Vol. 12 No. 1 (2021): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v12i1.6293

Abstract

The development of Internet users in Indonesia increases quite rapidly each year. This phenomenon makes newonline-based businesses increase. Even when the data show that Grab has got the market share in Indonesia, businesscompetition is ubiquitous. The research analyzed the impact of perceived usefulness and customer satisfactionon customer loyalty in Grab users. It also studied the impact of perceived usefulness on customer satisfactionand the customer satisfaction (moderated by perceived ease of use) as a mediator between perceived usefulnessand customer loyalty. Perceived usefulness and perceived ease of use were dimensions of the TechnologicalAcceptance Model (TAM), which influenced the user’s choice of application usage. The phenomenon of interest inthe research was Grab, as an online-based business application on smartphones. The research applied quantitativeapproach. About 204 samples from 250 respondents were obtained using purposive sampling with questionnairesin Surabaya. The measurement used the 7-category of the Likert scale and adapted from the previous researches.For data analysis, the research used Hayes’s PROCESS model 7, and the reliability and validity tests werealso conducted. The results show that all hypotheses are supported. Perceived usefulness influences customersatisfaction and customer loyalty positively. Then, customer satisfaction and perceived ease of use can work wellas the mediator and moderator. These results contribute to the strategy formulation for business sustainability byGrab or other online-based businesses.
Co-Authors Abdul Kholick Adrie Oktavio Agung Hariyanto Agung Hariyanto Agustinus Nugroho Agustinus Nugroho Agustinus Nugroho Agustinus Nugroho Alexander Wahyudi Henky Soeparto Alfa Syahputra Amrullah, Muhammad Fajar Aria Ganna Henryanto Astrid Kusumowidagdo Azizurrohman, Muhammad Burhan Bungin Christina Whidya Utami Clarissa Listya Susilo Darmawan, Esther Denny Bernardus Devina Florentina Dewa Gde Satrya Dewa Gde Satrya Dewi Chandra Dewi Mustikasari Immanuel Dwi Anna Kristanti Dyah Kusuma Wardhani Dyah Kusuma Wardhani Ellen Lawrencia Yahya Endo Wijaya Kartika Endo Wijaya Kartika Endo Wijaya Kartika Enny Istanti Fahmi Jaya Yulfiansyah Fazar Abdul Razaq Fransisca Laurentinus Giovani Gutama Graciana Eveline Andriani GS , Achmad Daengs Hanifah, Haniruzila Hardjono, Retno Kusumastuti Harwin Sukamto Heriyanto, Carolina I Dewa Gde Satrya Widyaduta Karina Enny Agustina Kezia Victory Purwadi Laij Victor Effendi Lazuardi, Mohammad Isma Lexi Pranata Budidharmanto Liana Liana Liliana Dewi Malik Cahyadin Melania Rahadiyanti Meliana Christianti Hermanto muhammad aluf ma' lufie Mu’min, Halek Nasution, Ali Napiah Natalia, Jennifer Nusantara, Muhammad Akhva Aulia Olivia Tjandra Praditya, Dhemas Arya Praditya Purwadi, Kezia Victory Putra Utama, I Putu Indra Ariestha Rakha Hendra Maryanto Rizki Adityaji Riznika, Irzal Samuel Sutanto Satria, Sandi Shienny Megawati Sutanto SHOLIHAH, RIFATUS sisca soetanto Sundring Pantja Djati Sutanto, Verrell Sutrisno, Timotius F. C. W. Swari, Ida Ayu Indira Toreh, Fabio Ricardo Tri Andjarwati, Tri Utami, Christina Widya Verina Wijaya Wendra Hartono Wirasti, Norma Wirawan ED Radianto Yopy Junianto Yoseva Maria Pujirahayu Sumaji Yoshua Junarto Yulianto Suryo Adi