ANALYSIS OF THE SERVICE QUALITY EFFECT ON GOJEK CUSTOMER’S SATISFACTION DURING PPKM LEVEL 1 COVID-19 IN THE EAST JAKARTA AREA

Abstract

In the  era of  Covid-19 pandemic, people should implement efficiency and effectiveness for all their activities and mobilities from one place to another. This study analyzes service quality and the use of data technology on Gojek customer’s satisfaction during PPKM Level 1 Covid-19 pandemic in the East Jakarta area with a total of 95 respondents. This study  focused on two variables which are independent and dependent; service quality is the dependent variable and customer’s satisfaction is the dependent variable. The quantitative method was applied in conjunction with simple linear regression analysis for the purpose of this research. The result shows the effect of Gojek driver service quality on customer’s satisfaction, which could be proven by simple linear regression of Y = 5.562 + 0.597 X. In other words, the Y variable will rise by 0.597 for every point that the X variable increases. From this result, the coefficient of determination (R Square) is 0.656, it means that the independent variable's influence on the dependent variable is 65.6%. In conclusion,  the two variables have a positive, moderate, and linear relationship based on the correlation table and the level of relationship. PT. Gojek has managed to provide good service quality in order to customers feel satisfied with the services provided by the company during PPKM Level 1 Covid-19 pandemic.