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Research Paper | Management | Indonesia | Volume 7 Issue 7, July 2018

E-Service Quality, Perceived Value, and Customer Loyalty Relationship of Zomato Users in Indonesia

Erni Martini ^[6] | Lutfi Hardito

Abstract: Information technology provides many benefits for people in different areas of life, it been develop to solve a problem, open creativity, and also to improve the effectiveness and efficiency in human life. Smartphone is one of the real examples of information technology's devices that very useful in human life through its applications inside. Zomato Media Indonesia use the rising of its beneficial software in smartphone to serve the needed of its customer by developing application services based on restaurant search engine and review. The purpose of this paper is to measure the service quality on Zomato application tools using E-Service Quality, also to examine the mediating role of perceived value on the relationship between E-Service Quality and customer loyalty in the contenxt of online services. Descriptive analysis and hypothesis testing with Structural Equation Modeling is used as a technique of data analysis in this research. Based on the results of questionnaires to 400 respondents, the study proved that there is a significant impact of electronic services quality on perceived value. Futhermore, perceived value as a mediating variable has a positive impact to customer loyalty. This result can be used as a reference by Zomato to maintain and increase the value of their e-service quality to increase loyalty from their customer.

Keywords: e-service quality, perceived value, customer loyalty

Edition: Volume 7 Issue 7, July 2018,

Pages: 92 - 95

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