The Impact of perceived value on customer loyalty: a case study of Grabfood consumers

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The Impact of perceived value on customer loyalty: a case study of Grabfood consumers

Chrissy - Personal Name; Mbouw, Esa T. - Personal Name;

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.

Availability

B03050 (Rack Thesis) Available

Detail Information

Series Title: -
Call Number: 3050
Publisher: : Swiss German University., 2019
Collation: -
Language: English
ISBN/ISSN: -
Classification: NONE
Content Type: -
Media Type: -
Carrier Type: -
Edition: -
Subject(s): HTM
Customer loyalty
Perceived Benefits
perceived value
O2O commerce
O2O food delivery
perceived sacrifices
VAM
Specific Detail Info: -
Statement of Responsibility: -

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