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Loyalty Program on Grabfood Services (Digital Payment OVO users)
Miftahul Jannah

Trunojoyo Madura University
Jl. Raya Telang, Perumahan Telang Indah, Telang, Kamal, Kabupaten Bangkalan, Jawa Timur 69162


Abstract

Customer loyalty is important to company, especially for e-commerce. Many marketplaces collaborated with digital payment to create customer loyalty through discount from digital payment. This study investigated how perceived benefit of e-loyalty program can enhance e-satisfaction and e-loyalty. This study used quantitative approach, with spread questionnaires by online survey. Simple and multiple regression was applied to analyze data. The results indicated that perceived of e-loyalty program, there are financial benefit and hedonic benefit have a significant effect on e-satisfaction and e-loyalty, but social benefit not related. This study also confirmed that e-satisfaction has positive significant effect on e-loyalty.

Keywords: e-loyalty program, e-satisfaction, e-loyalty, online program loyalty.

Topic: Marketing

Link: https://ifory.id/abstract/GnC2NUEgVFeb

Conference: The 3rd International Seminar of Contemporary Research on Business and Management (ISCRBM 2019)

Plain Format | Corresponding Author (Miftahul Jannah)

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