ANALYSIS OF TRUST LEVEL, CUSTOMER VALUE AND SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION ONLINE TRANSPORTATION (GO-JEK) IN THE NEW NORMAL PANDEMIC COVID 19

Yoga Adiguna Pratomo, Rafli Nufairi Wijaya, Johanes Kurniawan L, Tenaka Budiman Budiman

Abstract


Since Covid-19 pandemic, the online transport service is forced to conduct a new SOP that emphasizes the health protocol. The research is aimed to determine the influence of trust, quality of service, and customer value to customer satisfaction with a total of 150 respondents based on the gender and age. The study uses quantitative methods using validity tests, reliability, multiple linear regression, F-Test, t- test, and coefficient of determination. Multiple linear regression equations of the research is Y = -0.066 + 0, 094x1 + 0, 036x2 + 0, 508x3 + e based on the result constants value is =-0.066. It means that if there is no change in customer quality variable trust and customer value (value x1, x2 and x3 is 0) then customer satisfaction in application users and services Gojek = -0.066 units. The result of the F-test for the value Fcount is 48.136 with the value of Ftable is 3.09 so that the value Fcount > Ftable or 48.136 > 3.09, and a significant rate of 0.000b < 0.05.  It can be concluded that the variable quality of service (X1), trust (X2) and customer value (X3) simultaneously affect the customer satisfaction in the online transport users (Gojek). The value of coefficient of determination is at Adjusted R Square value of 0.487 which means the independent variable influences (X) of the dependent one (Y) of 48.7%.


Keywords


Customer Satisfaction, Trust, Customer Value, Service Quality

Full Text:

PDF

References


Choirul Mar’ati, N., & Sudarwanto, T. (2016). PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI OJEK ONLINE (STUDI PADA KONSUMEN GOJEK DI SURABAYA). 1–12.

Jannah, M., Syarief, M., & Pambudi, B. S. (2014). Pengaruh Experiential Marketing Terhadap Kepuasan Pengguna Smartphone Blackberry Curve ( Studi Pada Mahasiswa Fakultas Ekonomi Universitas Trunojoyo Madura ). Media Trend, 1(1), 32–42.

Lestari, I. (2020). ANALISIS TINGKAT KEPERCAYAAN DAN KEPUASAN PELANGGAN TERHADAP NIAT UNTUK MENGGUNAKAN KEMBALI LAYANAN TRANSPORTASI ONLINE DI ERA PANDEMI COVID-19. 9(1), 27–35.

Lubis, A. S., & Andayani, N. R. (2018). Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan Pt. Sucofindo Batam. Journal of Applied Business Administration, 1(2), 232–243. https://doi.org/10.30871/jaba.v1i2.619

Pardede, R., & Manurung, R. (2018). Analisis Jalur (Path Analysis) Teori Dan Aplikasi Dalam Riset Bisnis. PT.Rineka Cipta.

Sugiyono. (2017). METODE PENELITIAN KUANTITATIF, KUALITATIF, DAN R&D.

Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/https://doi.org/10.1016/S0022-4359(01)00041-0

Wulandari, A., M, N. T., & Yasmin, D. (2020). Pengaruh Kepuasan Kerja Terhadap Komitmen Organisasi Karyawan Di PTPN XIII Kebun Ngabang. Jurnal Produktivitas, 7(1), 40–46. https://doi.org/http://dx.doi.org/10.29406/jpr.v7i1




DOI: https://doi.org/10.25292/atlr.v3i0.248

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.