PENGARUH ONLINE GROCERY DELIVERY SERVICE, PRODUCT QUALITY, DAN PRODUCT KNOWLEDGE TERHADAP CUSTOMER SATISFACTION PADA APLIKASI ALFAGIFT
DOI:
https://doi.org/10.69714/xjh0em44Keywords:
alfagift, customer satisfaction , online grocery delivery service , product knowledge, product qualityAbstract
This study aims to evaluate the extent to which online grocery delivery service, product quality, and product knowledge influence customer satisfaction among users of the Alfagift application. The research adopts a quantitative approach, targeting a population consisting of Generation Y and Z individuals residing in the Greater Jakarta area (Jabodetabek) who have made at least one purchase using the Alfagift app. The sampling technique employed is purposive sampling, involving a total of 200 respondents. Data collection was carried out online via Google Forms, using a questionnaire comprising 40 indicators. A Likert scale was utilized to measure the respondents’ level of agreement with each statement. For data analysis, the study applies the Structural Equation Modeling method using the Partial Least Squares approach (SEM-PLS), which aims to assess the relationships between variables within the proposed model. The study formulated three main hypotheses, all of which were accepted based on statistical analysis results indicating significant relationships. The findings of this research demonstrate that the three independent variables—online grocery delivery service, product quality, and product knowledge—positively and significantly impact customer satisfaction among Alfagift users. Therefore, this study highlights the importance of service optimization, product quality enhancement, and consumer education in increasing customer loyalty and satisfaction in digital shopping platforms such as Alfagift.
References
V. Alfonso, C. Boar, J. Frost, L. Gambacorta, and J. Liu, “Online appendix - E-commerce in the pandemic and beyond,” 2020.
We Are Social, “Digital 2025 Indonesia.”
Alfagift, “Tentang Alfagift,” PT Sumber Alfaria Trijaya.
Lake, “The Feedback Group Unveils Study: Supermarkets Lead in Online Grocery Satisfaction as Delivery Grows and AI Gains Traction with Shoppers,” The Feedback Group.
P. Kotler, H. Kartajaya, and I. Setiawan, Marketing 5.0. WIley, 2021.
P. Ganapathi and E. A. Abu-Shanab, “Customer satisfaction with online food ordering portals in Qatar,” International Journal of E-Services and Mobile Applications, vol. 12, no. 1, pp. 57–79, Jan. 2020, doi: 10.4018/IJESMA.2020010104.
E. Marinakou, C. Giousmpasoglou, and K. Sakulrungsap, “Customer intention to reuse self-ordering kiosks in fast-food restaurant: the case of Bangkok, Thailand,” Tourism and hospitality management, vol. 29, no. 4, pp. 545–559, 2023, doi: 10.20867/thm.29.4.6.
D. Yilma, “Factors Affecting Customer Retention in Private Commercial Banks in Addis Ababa.,” Addis Ababa University College of Business and Economics, Jun. 2019.
F. Tjiptono, Manajemen dan Strategi Merek. Yogyakarta: Andi Offset, 2011.
Rumagit and MF, “THE INFLUENCE OF EASE OF USE, SERVICE QUALITY, AND PROMOTION ON PURCHASE DECISIONS USING GO-FOOD SERVICES IN MANADO CITY,” Jurnal EMBA, vol. 10, pp. 2176–2185, Oct. 2022.
Sudewi and Khodijah, “Analisis Sistem Informasi Delivery Berbasis Web Mobile Pada Warung Makan Setia Kawan Pringsewu Dalam Upaya Peningkatan Omset Penjualan,” Jurnal Aktual STIE Trisna Negara, vol. 16, pp. 127–135, 2018.
A. Yau et al., “Association Between Household Online Grocery Delivery Service Use and Food and Drink Purchase Behavior in England: Cross-Sectional Analysis,” JMIR Public Health Surveill, vol. 9, no. 1, Jan. 2023, doi: 10.2196/41540.
O. M. Belcore, A. Polimeni, and M. Di Gangi, “Potential Demand for E-grocery Delivery Services: The Effect of Delivery Attributes on Consumers Preferences,” in Transportation Research Procedia, Elsevier B.V., 2024, pp. 329–336. doi: 10.1016/j.trpro.2024.03.044.
D. Garvin, “Competing on the eight dimensions of quality ,” Harv Bus Rev, vol. 65, no. 6, 1987.
K.-L. Hsiao and C.-C. Chen, “Value-based adoption of e-book subscription services: The roles of environmental concerns and reading habits,” Telematics and Informatics, vol. 34, no. 5, pp. 434–448, Aug. 2017, doi: 10.1016/j.tele.2016.09.004.
R. A. Salim, Y. Prayoga, and M. A. Al Ikhsan, “THE INFLUENCE OF PRICE, LOCATION, SERVICE, AND PRODUCT QUALITY ON CUSTOMER SATISFACTION,” 2023.
D. Sugiyono, “Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D,” 2013.
Nielsen, “THE FUTURE OF GROCERY,” Nielsen, Apr. 2015.
Hair, Joseph F and Black, William C and Babin, Barry J and Anderson, and Rolph E, “ Multivariate Data Analysis,” 2019.
R. Chomeya, “Quality of Psychology Test Between Likert Scale 5 and 6 Points,” Journal of Social Sciences, vol. 6, no. 3, pp. 399–403, 2010.
J. F. Hair, G. Thomas. M. Hult, C. M. Ringle, and M. Sarstedt, A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 3rd ed. SAGE, 2021.
