Chrissy, Chrissy and Mbouw, Esa Theodore (2019) The Impact of Perceived Value on Customer Loyalty: A Case Study of Grabfood Consumers. Bachelor thesis, Swiss German University.
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Abstract
The aim of this research is to identify the impact of perceived value on customer loyalty in the case study of GrabFood in Jakarta. Perceived value is measured through customer perceived benefits and sacrifices. The data were collected from 190 customers who have downloaded and used GrabFood. Multiple linear regressions were used to examine the collected data. The finding indicates that perceived value significantly impacts the loyalty of GrabFood customers. All indicators of perceived benefits impact customer loyalty, and the highest influence on customer loyalty is perceived enjoyment, while the least is perceived money saving. Meanwhile, quality risk becomes the only indicator of customer perceived sacrifices that impact customer loyalty. Perceived fee, delivery risk, and privacy risk are found to have no significant impact on customer loyalty. This study provides several suggestions for Grab Indonesia in order to enhance the customer loyalty towards GrabFood by considering perceived benefits and sacrifices as determinants of perceived value.
| Item Type: | Thesis (Bachelor) |
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| Uncontrolled Keywords: | O2O Commerce ; O2O Food Delivery ; Perceived Value ; Perceived Benefits ; Perceived Sacrifices |
| Subjects: | H Social Sciences > HF Commerce > HF5415 Consumer Behavior T Technology > TX Home economics > TX901 Hospitality industry |
| Divisions: | Faculty of Business Administration and Communication > Department of Hotel and Tourism Management |
| Depositing User: | Adityatama Ratangga |
| Date Deposited: | 19 May 2020 03:19 |
| Last Modified: | 19 May 2020 03:19 |
| URI: | http://repository.sgu.ac.id/id/eprint/437 |
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