ANALYSIS ON THE IMPACT OF QUALITY SERVICES AND IMPLEMENTATION OF GOJEK J3K HEALTH PROTOCOLS TOWARDS CUSTOMERS’ SATISFACTION ON GO-RIDE SERVICES (PT. GOJEK INDONESIA)

Ghiffal Lunar Fariza Rusdiansyah, Muhammad Annas Walla, Aswanti Setyawati, Novi Indah Sushanti

Abstract


The study aims to determine the impact of Service Quality provided by PT. Gojek Indonesia and the implementation of  J3K Health Protocol on Customers’ Satisfaction. The method used in this research was  descriptive quantitative. The data was obtained from questionnaires and literature studies. The population  was users of Go-Ride Services in time of  Covid-19 Pandemic. The sample in this study was taken using the non-probability sampling method, namely  a purposive sampling approach. The sample size was taken as many as 146 samples. The data analysis method used   multiple linear regression analysis  using SPSS application version 25. The results of the research,  based on the simultaneous test of the variables of Service Quality and Implementation of J3K Health Protocols, have a significant effect on customers’ satisfaction. Furthermore, based on the results of the partial test, the Service Quality variable has a significant impact on customers’ satisfaction  by 0,626. Meanwhile, the Implementation of  J3K Health Protocol variable also has a significant effect on customers’ satisfaction  by  0,189 (an output beta).


Keywords


Quality Services, Health Protocols, Customers’ Satisfaction.

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DOI: https://doi.org/10.25292/atlr.v4i0.383

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