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"Pertumbuhan pesat quick-commerce (Q-commerce) telah mengubah lanskap belanja online secara signifikan, sehingga penting untuk memahami faktor-faktor yang mempengaruhi Customer Satisfaction dan Customer Loyalty. Penelitian ini bertujuan untuk menganalisis pengaruh atribut belanja online, yaitu Information Quality, Privacy Concern, Perceived Security, Product Variety, dan Product Delivery terhadap Customer Satisfaction dan Customer Loyalty pada platform Q-commerce ASTRO, serta menguji peran moderasi dari Online Shopping Experience. Penelitian ini menggunakan pendekatan kuantitatif dengan pengumpulan data melalui kuesioner online yang disebarkan kepada 181 pengguna ASTRO di Jakarta, dan dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa kelima atribut belanja online tersebut memiliki pengaruh positif dan signifikan terhadap Customer Satisfaction, yang selanjutnya berpengaruh signifikan terhadap Customer Loyalty. Selain itu, E-commerce experience berperan sebagai variabel moderasi, terutama pada pengguna dengan pengalaman belanja antara 6 bulan hingga kurang dari 1 tahun. Temuan ini memberikan implikasi praktis bagi pelaku industri Q-commerce untuk terus meningkatkan kualitas atribut belanja online, khususnya pada aspek product delivery dan product variety, guna mendorong peningkatan customer satisfaction dan menciptakan customer loyalty secara berkelanjutan.

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The rapid growth of the quick-commerce (Q-commerce) sector has significantly transformed the online shopping landscape, necessitating a deeper understanding of the factors driving customer satisfaction and loyalty. This research aims to analyze the influence of various online shopping attributes, including Information Quality, Privacy Concern, Perceived Security, Product Variety, and Product Delivery, on Customer Satisfaction and Customer Loyalty within the Q-commerce platform Astro. Furthermore, this study explores the moderating role of e-commerce experience. Employing a quantitative approach, data was collected through online questionnaires administered to 181 ASTRO users in Jakarta. The research model was analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The findings significantly indicate that all five online shopping attributes examined have a positive and significant influence on customer satisfaction. Additionally, Customer Satisfaction was found to significantly impact customer loyalty. E-commerce experience also plays a moderating role for users who have been shopping online for 6 months to less than 1 year. The study offers valuable insights for the Q-commerce platform, underlining the importance of prioritizing the enhancement and maintenance of strong online shopping attributes, with a particular focus on product delivery and product variety. By doing so, they can effectively meet customer expectations, elevate satisfaction levels, and foster long-term loyalty in the competitive Q-commerce market."

"Peningkatan tren belanja online telah menjadi fenomena global yang signi kan, didorong oleh berbagai faktor termasuk kemajuan teknologi, perubahan perilaku konsumen, dan dampak pandemi COVID-19. Akibatnya, berbagai platform belanja online terus berinovasi pada produk-produknya, salah satunya munculnya tren quick commerce yang menawarkan pengiriman cepat, menjadi semakin populer dan dianggap sebagai solusi yang e sien untuk kebutuhan sehari-hari. Dengan mengadopsi model quality-value-loyalty chain dan model IS continuance, penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi niat keberlanjutan penggunaan platform quick commerce, dengan studi kasus pada pengguna ASTRO. Penelitian ini menggunakan mixed-method dengan melakukan wawancara kualitatif terhadap 10 responden dan mengumpulkan 392 responden valid pada kuesioner untuk penelitian kuantitatif. Berdasarkan hasil kualitatif menggunakan grounded theory serta hasil kuantitatif menggunakan PLS-SEM, penelitian ini memveri kasi komponen kualitas layanan quick commerce dan dimensi nilai yang dirasakan oleh pengguna. Hasil penelitian menemukan bahwa kualitas layanan yang dirasakan terdiri dari 7 atribut yakni, ease of use, web design, assurance, service support, order accuracy, order condition, dan timeliness, serta membagi nilai yang dirasakan menjadi tiga dimensi yakni, price value, hedonic value, dan utilitarian value. Kemudian, mengungkapkan bahwa kualitas layanan memengaruhi niat untuk melanjutkan penggunaan quick commerce melalui nilai dan kepuasan yang dirasakan. Saran untuk penelitian selanjutnya adalah untuk memperluas cakupan aplikasi yang diteliti dan mempertimbangkan variabel demogra s serta faktor psikogra s yang memengaruhi niat keberlanjutan pengguna terhadap aplikasi quick commerce.

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The increasing trend of online shopping has become a significant global phenomenon, driven by various factors including technological advancements, changes in consumer behavior, and the impact of the COVID-19 pandemic. As a result, various online shopping platforms continue to innovate their products, one of which is the rise of quick commerce, offering fast delivery services, which has become increasingly popular and is seen as an ef cient solution for daily needs. By adopting the quality-value-loyalty chain model and the IS continuance model, this study aims to analyze the factors that in uence the intention to continue using quick commerce platforms, with a case study of ASTRO users. The research uses a mixed-method approach, conducting qualitative interviews with 10 respondents and collecting 392 valid responses from a quantitative questionnaire. Based on the qualitative results using grounded theory and quantitative results using PLS-SEM, this study veri es the components of quick commerce service quality and the perceived value dimensions by users. The ndings reveal that perceived service quality consists of seven attributes: ease of use, web design, assurance, service support, order accuracy, order condition, and timeliness. The study also divides perceived value into three dimensions: price value, hedonic value, and utilitarian value. It then reveals that service quality in uences the intention to continue using quick commerce through perceived value and satisfaction. Suggestions for future research include expanding the scope of the platforms studied and considering demographic variables as well as psychographic factors that in uence users’ continuance intention towards quick commerce applications."

"Peningkatan tren belanja online telah menjadi fenomena global yang signi kan, didorong oleh berbagai faktor termasuk kemajuan teknologi, perubahan perilaku konsumen, dan dampak pandemi COVID-19. Akibatnya, berbagai platform belanja online terus berinovasi pada produk-produknya, salah satunya munculnya tren quick commerce yang menawarkan pengiriman cepat, menjadi semakin populer dan dianggap sebagai solusi yang e sien untuk kebutuhan sehari-hari. Dengan mengadopsi model quality-value-loyalty chain dan model IS continuance, penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi niat keberlanjutan penggunaan platform quick commerce, dengan studi kasus pada pengguna ASTRO. Penelitian ini menggunakan mixed-method dengan melakukan wawancara kualitatif terhadap 10 responden dan mengumpulkan 392 responden valid pada kuesioner untuk penelitian kuantitatif. Berdasarkan hasil kualitatif menggunakan grounded theory serta hasil kuantitatif menggunakan PLS-SEM, penelitian ini memveri kasi komponen kualitas layanan quick commerce dan dimensi nilai yang dirasakan oleh pengguna. Hasil penelitian menemukan bahwa kualitas layanan yang dirasakan terdiri dari 7 atribut yakni, ease of use, web design, assurance, service support, order accuracy, order condition, dan timeliness, serta membagi nilai yang dirasakan menjadi tiga dimensi yakni, price value, hedonic value, dan utilitarian value. Kemudian, mengungkapkan bahwa kualitas layanan memengaruhi niat untuk melanjutkan penggunaan quick commerce melalui nilai dan kepuasan yang dirasakan. Saran untuk penelitian selanjutnya adalah untuk memperluas cakupan aplikasi yang diteliti dan mempertimbangkan variabel demogra s serta faktor psikogra s yang memengaruhi niat keberlanjutan pengguna terhadap aplikasi quick commerce.

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The increasing trend of online shopping has become a significant global phenomenon, driven by various factors including technological advancements, changes in consumer behavior, and the impact of the COVID-19 pandemic. As a result, various online shopping platforms continue to innovate their products, one of which is the rise of quick commerce, offering fast delivery services, which has become increasingly popular and is seen as an ef cient solution for daily needs. By adopting the quality-value-loyalty chain model and the IS continuance model, this study aims to analyze the factors that in uence the intention to continue using quick commerce platforms, with a case study of ASTRO users. The research uses a mixed-method approach, conducting qualitative interviews with 10 respondents and collecting 392 valid responses from a quantitative questionnaire. Based on the qualitative results using grounded theory and quantitative results using PLS-SEM, this study veri es the components of quick commerce service quality and the perceived value dimensions by users. The ndings reveal that perceived service quality consists of seven attributes: ease of use, web design, assurance, service support, order accuracy, order condition, and timeliness. The study also divides perceived value into three dimensions: price value, hedonic value, and utilitarian value. It then reveals that service quality in uences the intention to continue using quick commerce through perceived value and satisfaction. Suggestions for future research include expanding the scope of the platforms studied and considering demographic variables as well as psychographic factors that in uence users’ continuance intention towards quick commerce applications."

"Peningkatan tren belanja online telah menjadi fenomena global yang signi kan, didorong oleh berbagai faktor termasuk kemajuan teknologi, perubahan perilaku konsumen, dan dampak pandemi COVID-19. Akibatnya, berbagai platform belanja online terus berinovasi pada produk-produknya, salah satunya munculnya tren quick commerce yang menawarkan pengiriman cepat, menjadi semakin populer dan dianggap sebagai solusi yang e sien untuk kebutuhan sehari-hari. Dengan mengadopsi model quality-value-loyalty chain dan model IS continuance, penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi niat keberlanjutan penggunaan platform quick commerce, dengan studi kasus pada pengguna ASTRO. Penelitian ini menggunakan mixed-method dengan melakukan wawancara kualitatif terhadap 10 responden dan mengumpulkan 392 responden valid pada kuesioner untuk penelitian kuantitatif. Berdasarkan hasil kualitatif menggunakan grounded theory serta hasil kuantitatif menggunakan PLS-SEM, penelitian ini memveri kasi komponen kualitas layanan quick commerce dan dimensi nilai yang dirasakan oleh pengguna. Hasil penelitian menemukan bahwa kualitas layanan yang dirasakan terdiri dari 7 atribut yakni, ease of use, web design, assurance, service support, order accuracy, order condition, dan timeliness, serta membagi nilai yang dirasakan menjadi tiga dimensi yakni, price value, hedonic value, dan utilitarian value. Kemudian, mengungkapkan bahwa kualitas layanan memengaruhi niat untuk melanjutkan penggunaan quick commerce melalui nilai dan kepuasan yang dirasakan. Saran untuk penelitian selanjutnya adalah untuk memperluas cakupan aplikasi yang diteliti dan mempertimbangkan variabel demogra s serta faktor psikogra s yang memengaruhi niat keberlanjutan pengguna terhadap aplikasi quick commerce.

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The increasing trend of online shopping has become a significant global phenomenon, driven by various factors including technological advancements, changes in consumer behavior, and the impact of the COVID-19 pandemic. As a result, various online shopping platforms continue to innovate their products, one of which is the rise of quick commerce, offering fast delivery services, which has become increasingly popular and is seen as an ef cient solution for daily needs. By adopting the quality-value-loyalty chain model and the IS continuance model, this study aims to analyze the factors that in uence the intention to continue using quick commerce platforms, with a case study of ASTRO users. The research uses a mixed-method approach, conducting qualitative interviews with 10 respondents and collecting 392 valid responses from a quantitative questionnaire. Based on the qualitative results using grounded theory and quantitative results using PLS-SEM, this study veri es the components of quick commerce service quality and the perceived value dimensions by users. The ndings reveal that perceived service quality consists of seven attributes: ease of use, web design, assurance, service support, order accuracy, order condition, and timeliness. The study also divides perceived value into three dimensions: price value, hedonic value, and utilitarian value. It then reveals that service quality in uences the intention to continue using quick commerce through perceived value and satisfaction. Suggestions for future research include expanding the scope of the platforms studied and considering demographic variables as well as psychographic factors that in uence users’ continuance intention towards quick commerce applications."