ANALISIS PENGARUH TRUST, SYSTEM QUALITY DAN CUSTOMER SATISFACTION TERHADAP REPURCHASE INTENTION DALAM LAYANAN XYZFOOD DENGAN MENGGUNAKAN METODE PLS-SEM

Abstract

ABSTRAK
XYZ merupakan salah satu perusahaan yang menyediakan layanan Online Food Delivery dengan sebutan XYZFood, melihat dari ulasan konsumen yang semakin menyatakan ketidakpuasannya terhadap layanan XYZFood dan dapat menciptakan kondisi penurunan repurchase intention terhadap layanan XYZFood. Tujuan penelitian ini untuk memberikan menganalisis faktor-faktor yang mempengaruhi tingkat penggunaan pelayanan repurchase intention layanan XYZfood di Bandung, faktor yang dianalisis adalah system quality, customer satisfaction, dan trust dengan menggunakan metode PLS-SEM. Objek penelitian ini yaitu pengguna XYZfood yang bertransaksi di wilayah Bandung. Jumlah responden penelitian sebanyak 92 responden. Berdasarkan hasil penelitian variabel customer satisfaction mempengaruhi repurchase intention secara signifikan sebesar 8.258, dan R2 sebesar 69,2%. Hasil pengujian menunjukkan bahwa system quality berpengaruh positif terhadap trust, system quality dan trust berpengaruh positif terhadap customer satisfaction dan customer satisfaction berpengaruh positif terhadap repurchase intention.
 

ABSTRACT
XYZ is one of the companies that provides Online Food Delivery services called XYZFood, seeing from the reviews of consumers who are increasingly expressing their dissatisfaction with XYZFood services and can create conditions for a decrease in repurchase intention for XYZFood services. The purpose of this study is to analyze the factors that influence the level of use of repurchase intention XYZfood services in Bandung, the factors analyzed are system quality, customer satisfaction, and trust using the PLS-SEM method. The object of this research is XYZfood users who transact in the Bandung area. The number of research respondents was 92 respondents. Based on the research results, the variable customer satisfaction significantly affects repurchase
intention 8,258, and R2 is 69.2%. The test results show that system quality has a positive
effect on trust, system quality and trust have a positive effect on customer satisfaction and
customer satisfaction has a positive effect on repurchase intention.