ANALISIS PENGARUH FAKTOR WEBSITE DESIGN, RELIABILITY, RESPONSIVENESS, TRUST, PERSONALIZATION TERHADAP REPURCHASE INTENTION MELALUI OVERALL SERVICE QUALITY DAN CUSTOMER SATISFACTION PADA PENGGUNA GRAB DI SURABAYA

Abstract

The development of the era is followed by the development of technology. Likewise with internet technology, now the internet has been used even further, one of which is a means of doing business. One of the most trendy online businesses in Indonesia today is the online transportation business. Grab is one of the most used Online-to-Offline Mobile Platforms in Southeast Asia, which provides a number of services that are most needed to support consumers' daily activities. Grab believes that every citizen of Southeast Asia must be able to enjoy the benefits of a digital economy, where Grab provides access to safe, comfortable and affordable transportation services. This study aims to determine how the influence of App Design, Reliability, Responsiveness, Trust, Personalization on Repurchase Intention through Overall Service Quality and Customer Satisfaction. The expected benefit of this study is to add to the repertoire of knowledge in the field of management, especially how much influence the Overall Service Quality and Customer Satisfaction has on increasing Repurchase Intention which will ultimately increase the actual use of Grab companies. This research is a causal study. The research method used is a quantitative method by processing data using AMOS. Data collection was done by distributing questionnaires to 135 respondents with the characteristics of male respondents and women aged 18-60 years, having used Grab application services in the past 1 month. This is to find out the App Design variable has a significant effect on Overall Service Quality with a regression coefficient of 0.66; App Design variable has a significant effect on Customer Satisfaction with a regression of 0.446; Reliability variable has a significant effect on Overall Service Quality with a regression coefficient of 0.304; Reliability variable has a significant effect on Customer Satisfaction with a regression coefficient of 0.316; Responsiveness variable has a significant effect on Overall Service Quality with a regression coefficient of 0.028; The Responsiveness variable has a significant effect on Customer Satisfaction with a regression coefficient of 0.01; Trust variables have a significant effect on Overall Service Quality with a regression coefficient of 0.18; Trust variables have a significant effect on Customer Satisfaction with a regression coefficient of 0.199; Personalization variable has a significant effect on Overall Service Quality with a regression coefficient of 0.634; Personalization variable has a significant effect on Customer Satisfaction with a regression coefficient of 0.311; Overall Service Quality variable has a significant effect on Customer Satisfaction with a regression coefficient of 0.108; Overall Service Quality variable has a significant effect on Repurchase Intention with a regression coefficient of 0.699; Customer Satisfaction variable has a significant effect on Repurchase Intention with a regression coefficient of 0.127