Hubungan Kualiti e-Perkhidmatan Syarikat Penghantar Makanan dengan Kesetiaan Pelanggan

  • Nur Aneesa Amran
  • Nor Aishah Buang

Abstract

Pasaran kepada perkhidmatan penghantaran makanan seperti Foodpanda dan GrabFood di Asia Tenggara adalah sangat luas dengan jangkaan bahawa industri ini akan berkembang sekitar 956 million US dolar menjelang 2022 dan ini menjadikan industri pasaran makanan kepada industri yang paling pantas berkembang. Namun begitu kajian-kajian lepas masih samar dalam mencapai kata sepakat tentang signifikasi hubungan di antara kualiti e-perkhidmatan penghantaran makanan dan kesetiaan pengguna. Dapatan dalam kajian lepas menunjukkan perbezaan hasil dan pendapat tentang hubungan tersebut lebih-lebih lagi kajian yang telah dijalankan di Malaysia. Maka tujuan kajian ini dijalankan adalah untuk mengenal pasti hubungan di antara kualiti e-perkhidmatan syarikat penghantaran makanan dengan kesetiaan pelanggan. Pengkaji menggunakan kaedah kuantitatif deskriptif secara soal selidik yang diedarkan kepada responden secara atas talian dan diedarkan kepada 1020 pengguna perkhidmatan syarikat penghantaran makanan di seluruh kawasan negeri Melaka yang dipilih menggunakan kaedah pensampelan kebarangkalian. Hasil dapatan kajian menunjukkan bahawa pengguna besetuju tentang kualiti e-perkhidmatan syarikat penghantar makanan yang diterima menjadi sebab untuk mereka kembali menggunakan perkhidmatan tersebut.  Hal ini menunjukkan wujudnya hubungan yang signifikan di antara tahap kualiti e-perkhidmatan syarikat penghantar makanan dan kesetiaan pelanggan. Kajian ini menyimpulkan bahawa tahap kualiti e-perkhidmatan penghantaran makanan mempunyai pengaruh terhadap tingkah laku pelanggan untuk kembali kepada perniagaan penghantaran makanan.

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Published
2022-03-01
How to Cite
AMRAN, Nur Aneesa; BUANG, Nor Aishah. Hubungan Kualiti e-Perkhidmatan Syarikat Penghantar Makanan dengan Kesetiaan Pelanggan. Jurnal Dunia Perniagaan, [S.l.], v. 4, n. 1, p. 1-15, mar. 2022. ISSN 2710-5792. Available at: <https://myjms.mohe.gov.my/index.php/jdpn/article/view/17363>. Date accessed: 15 aug. 2022.
Section
Articles