PERBEDAAN CUSTOMER SERVICE EXPERIENCE PADA GENERASI Y DAN GENERASI Z DALAM MELAKUKAN PEMESANAN ONLINE FOOD DELIVERY MELALUI APLIKASI GO-FOOD

Viany Revita Wijaya, Grace Irene Warouw, Sienny Thio

Abstract


 

ABSTRAK

Penelitian ini bertujuan untuk mengetahui customer service experience dari generasi Y dan generasi Z serta melihat apakah terdapat perbedaan pada dua generasi tersebut dalam melakukan pemesanan online food delivery melalui aplikasi GO-FOOD yang dilihat dari faktor psikologis dan faktor fungsional. Penelitian kuantitatif digunakan dalam penelitian ini dengan menyebarkan kuesioner kepada 145 responden generasi Y dan 128 responden generasi Z di Surabaya. Selanjutnya, data diolah dengan menggunakan analisa statistik deskriptif dan independent sample t-test untuk mengetahui apakah terdapat perbedaan signifikan dari dua generasi tersebut dalam melakukan pemesanan makanan secara online. Hasil penelitian menunjukkan bahwa hanya “trust” dan “value for money” yang merupakan sub-variabel dari faktor psikologis yang memiliki perbedaan yang signifikan antara generasi Y dan Z.

 

Kata Kunci : Customer service experience, generasi Y, generasi Z, online food delivery.

 

DIFFERENCES IN CUSTOMER SERVICE EXPERIENCE BETWEEN GENERATION Y AND GENERATION Z IN ORDERING FOOD SERVICE DELIVERY USING GO-FOOD APPLICATION

 

ABSTRACT

This research aims to investigate customer service experience of generation Y and generation Z and to examine differences between the two generations in ordering online food delivery using GO-FOOD application from the perspective of psychological dan functionality factor. Quantitative research was employed in this paper by distributing questionnaires to 145 respondents of generation Y and 128 respondents of generation Z in Surabaya. Then, data was processed using descriptive statistics analysis and independent sample t-test in order to investigate whether there is a significance difference between the two generations in ordering online food delivery. The result of this research shows that only “trust” and “value for money” which are sub-variables of psychological factor have significantly difference between generation Y and generation Z.

Keywords : Customer service experience, online food delivery, x generation, y generation



Keywords


Customer service experience, online food delivery, x generation, y generation

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DOI: https://doi.org/10.17509/jithor.v2i2.20982

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