Pengaruh Perceived Quality dan Usefulness terhadap Continuance Usage Intention Melalui Customer Satisfaction (Studi Kasus pada Grabfood) - Joseph Wijaya; M. Tony Nawawi (Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara, 2023)
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh perceived quality dan perceived usefulness terhadap continuance usage intention melalui customer satisfaction pada pelanggan GrabFood di Jakarta. Jenis desain penelitian yang digunakan pada penelitian ini adalah desain penelitian deskriptif. Teknik pengambilan sampel dilakukan dengan cara purposive sampling dan jumlah sampel yang diteliti sebanyak 100 responden yang merupakan pengguna GrabFood di Jakarta. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner yang disebar secara online dengan google form. Teknik analisis data dengan menggunakan metode partial least square-structural equation modeling (PLS-SEM) dan program SmartPLS versi 4. Hasil penelitian ini menunjukan bahwa perceived quality berpengaruh secara positif dan signifikan terhadap customer satisfaction, perceived usefulness berpengaruh secara positif dan signifikan terhadap customer satisfaction, customer satisfaction berpengaruh secara positif dan signifikan terhadap continuance usage intention, perceived quality berpengaruh secara positif dan signifikan terhadap continuance usage intention, perceived usefulness berpengaruh secara positif dan signifikan terhadap continuance usage intention, perceived quality berpengaruh secara positif dan signifikan terhadap continuance usage intention melalui customer satisfaction dan perceived usefulness berpengaruh secara positif dan signifikan terhadap continuance usage intention melalui customer satisfaction. The purpose of this study was to determine the effect of perceived quality and perceived usefulness on continuance usage intention through customer satisfaction on GrabFood customers in Jakarta. The type of research design used in this study is a descriptive research design. The sampling technique was carried out by means of purposive sampling and the number of samples studied was 100 respondents who are GrabFood users in Jakarta. The data collection method was carried out by distributing questionnaires which were distributed online with the Google form. The data analysis technique uses the partial least square-structural equation modeling (PLS-SEM) method and the SmartPLS version 4 program. The results of this study indicate that perceived quality has a positive and significant effect on customer satisfaction, perceived usefulness has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on continuance usage intention, perceived quality has a positive and significant effect on continuance usage intention , perceived usefulness has a positive and significant effect on continuance usage intention, perceived quality has a positive and significant effect on continuance usage intention through customer satisfaction and perceived usefulness has a positive and significant effect on continuance usage intention through customer satisfaction.