Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Gojek Pada Masa Pandemi Covid-19 di Kota Bandung

  • Amel Aprillia Politeknik piksi ganesha
  • Dian Candra Fatihah Politeknik Piksi Ganesha, Indonesia

Abstract

 

 

Abstract: This study was conducted with the aim of knowing how much influence service quality has on Gojek’s consumer satisfaction during the Covid-19 pandemic in Bandung City. The research method use is a quantitative method with a descriptive and associative approach. In this study, to collect data using questionnaires distributed to Gojek consumers in Bandung, which were processed using SPSS V28.0. The data analysis technique used is normality test, simple linear regression analysis test, and T test. In the result of the pearson product moment correlation coefficient, it was obtained that it was worth 0.724, which means the level of relationship between service quality variable ad customer satisfaction variable can be stated to be positively correlated. And the result of hypothesis testing using the T test with a significant value is t count of 4.844 and t tabel of 2.036 then Ho is rejected and Ha is accepted. The advice that the author gives is that Gojek’s must always prioritize service quality to customer satisfaction so that consumer always give trust and more value to Gojek Drivers.

Keywords: Service Quality, Customer Satisfaction

Downloads

Download data is not yet available.

References

Acai Sudirman, Sherly, Marisi Butarbutar, Tongam Sihol Nababan, D. P. (2020). CUSTOMER LOYALTY OF GOJEK USERS VIEWED FROM THE ASPECTS OF SERVICE QUALITY AND CONSUMER SATISFACTION Acai. Jurnal Ilmiah Manajemen, 8(1), 63–73.

Adnyana, D. G. A., & Suprapti, N. W. S. (2018). Pengaruh Kualitas Pelayanan Dan Persepsi Harga Terhadap Kepuasan Dan Loyalitas Pelanggan Gojek Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 7(11), 6041. https://doi.org/10.24843/ejmunud.2018.v07.i11.p09

Happyrilia, R. (n.d.). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan Gojek: studi kasus pada mahasiswa Fisip UIN Sunan Gunung Djati Bandung periode 2017-2018.

Lumonga, A. S. (2018). Pengaruh Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Pelanggan Go-FOOOD di GOJEK Online Pada Mahasiswa/I manajemen Fakultas Ekonomi dan Bisnis Universitas Sumatera Utara. Analisis Kesadahan Total Dan Alkalinitas Pada Air Bersih Sumur Bor Dengan Metode Titrimetri Di PT Sucofindo Daerah Provinsi Sumatera Utara, 2, 44–48.

Mathodah. (2019). Pengaruh kualitas pelayanan driver ojek online terhadap kepuasan konsumen pada gojek area tangerang selatan. SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management and Business, 2(3), 1–10. https://doi.org/10.5281/zenodo.3269357

Muizu, W. O. Z., Evita, S. N., & Suherman, D. (2016). Disiplin Kerja dan Pengaruhnya Terhadap Kinerja Pegawai Negeri Sipil. Universitas Padjadjaran, 8(3), 172–182.

Nurjamad, M. A. (2021). Pengaruh Kualitas Pelayanan Dan Harga Pada Kepuasan Pelanggan Fitur Go-Ride Pt. Gojek Indonesia. JURNAL BISNIS Dan TEKNOLOGI, 13(1), 1–11.

Oktarini, R. (2020). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Pengguna Jasa Aplikasi Gojek Di Kota Tangerang. Jurnal Sekretari Universitas Pamulang, 6(2), 248. https://doi.org/10.32493/skr.v6i2.5541

Palandeng, I., & Lumentut, F. (2014). Fasilitas, Servicescape, Dan Kualitas Pelayanan, Pengaruhnya Terhadap Kepuasan Konsumen Mcdonaldâs Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3), 126–136. https://doi.org/10.35794/emba.v2i3.5352

Rifaldi, Kadunci, & Sulistyowati. (2019). Pengaruh Kualitas Pelayanan Transportasi Online Gojek Terhadap Kepuasan Pelanggan Pada Mahasiswa/I Administrasi Niaga Politeknik Negeri Jakarta. JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam), 7(1), 1.

Salengo, R. (2020). PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN GO - FOOD PADA PT GOJEK. Human Relations, 3(1), 1–8. http://search.ebscohost.com/login.aspx?direct=true&AuthType=ip,shib&db=bth&AN=92948285&site=eds-live&scope=site%0Ahttp://bimpactassessment.net/sites/all/themes/bcorp_impact/pdfs/em_stakeholder_engagement.pdf%0Ahttps://www.glo-bus.com/help/helpFiles/CDJ-Pa

Sampurno, H. R., & Sharif, O. O. (2020). Penerapan Customer Satisfaction Index (Csi) Dan Importance Performance Analysis (Ipa) Pada Kualitas Pelayanan Gojek (Studi Pelanggan Di Kota Bandung). Jurnal Mitra Manajemen, 4(6), 856–870. https://doi.org/10.52160/ejmm.v4i6.389

Sandika, D. (2018). PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS KONSUMEN GOJEK DI YOGYAKARTA. 21, 1–9.

Taqiuddin, Ahmad Naufal Iqbal and , Ir. Irmawati, S.E, M. S. (n.d.). Pengaruh Kualitas Pelayanan, Promosi, dan Kepercayaan, terhadap Keputusan Pembelian Layanan GOJEK di Surakarta (Studi Kasus di Universitas Muhammadiyah Surakarta). 1–10.

Wardani, T. U. (2017). Pengaruh Kulaitas Pelayanan Terhadap Kepuasan Konsumen Pada Bisnis jasa Transportasi Gojek (Studi Kasus Mahasiswa FEBI UIN Sumatera Utara). In Undergraduate Thesis.

Published
2021-08-30
How to Cite
Aprillia, A., & Fatihah, D. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Gojek Pada Masa Pandemi Covid-19 di Kota Bandung. Jurnal Pendidikan Dan Kewirausahaan, 9(1), 242-257. https://doi.org/10.47668/pkwu.v9i1.222
Section
Articles