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Mutiarasari, Indah
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Pengaruh Kualitas Pelayanan dan Kepercayaan Pelanggan Terhadap Kepuasan Pengguna Transportasi Online Aplikasi Gojek di Soloraya (Studi Kasus pada Layanan Go-Ride) Aisyah, Siti; Maharani, Alviana; Mutiarasari, Indah; Handayani, Wulan Fitri; Amelia, Wella Fitra; Syafilla, Grezina Intan
Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) Vol 24, No 1 (2025): Mei
Publisher : Master of Management Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jspi.v24i1.1-9

Abstract

As a major player, Gojek provides many services that meet the needs of various players, with Go-Ride being the most popular service in Solo-raya. However, issues regarding customer satisfaction and trust continue to be a major concern which has an impact on user adoption levels. This type of research is quantitative research. The data processed is the results of distributing questionnaires to Gojek application users in Solo Raya. The sampling method is purposive sampling. This research uses data analysis techniques with CSI (Customer Satisfaction Index). Based on the analysis results, there is a CSI value of 85.88%. So it can be concluded that Gojek application users in Solo Raya are very satisfied with the quality of service and customer trust in the Gojek application.
Co-Authors Amelia, Wella Fitra Handayani, Wulan Fitri Maharani, Alviana Siti Aisyah Syafilla, Grezina Intan