ANALYSIS OF SERVICE QUALITY AND SAFETY ON CONSUMER SATISFACTION ON GO-JEK USERS

Abstract

Globalization causes population growth. This impacts the community's needs with the increasing number of people and the needs of the community in an increasingly advanced era by presenting increasingly sophisticated technology to use. In addition, Gojek services also implement customer security. The services provided by Gojek are expected to be maintained, the quality of Gojek services as an object of research is expected to be obtained, and the results of in-depth research on service quality and customer safety are obtained. This study aims to determine the effect of Service Quality and Safety on Consumer Satisfaction of Gojek service users in the East Jakarta area. With a sample of 100 consumers based on the Lemeshow formula. This study used primary data with data collection methods through questionnaires distributed to 102 respondents. Data analysis techniques used in this study was simple linear regression analysis and using SPSS version 25.0 program. The results show that service quality have a positive and significant effect on consumer satisfaction with a regression correlation coefficient of 0.033 and a value of 0.000. Safety has a positive and significant impact on consumer satisfaction with a regression coefficient value of 0.503 and a significant 0.000.