Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi
Gojek online is a partner for two-wheeled drivers who can contribute 8.2 trillion per year to the Indonesian economy. This study is to analyzes the factors that influence online motorcycle taxi customer satisfaction in Banyuwangi. This research is a type of explanatory quantitative research with cau...
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| Format: | Article |
| Language: | English |
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Universitas Airlangga
2021-12-01
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| Series: | Jurnal Manajemen Teori dan Terapan |
| Subjects: | |
| Online Access: | https://e-journal.unair.ac.id/JMTT/article/view/30033 |
| _version_ | 1797967661120880640 |
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| author | Titin Lestariningsih |
| author_facet | Titin Lestariningsih |
| author_sort | Titin Lestariningsih |
| collection | DOAJ |
| description | Gojek online is a partner for two-wheeled drivers who can contribute 8.2 trillion per year to the Indonesian economy. This study is to analyzes the factors that influence online motorcycle taxi customer satisfaction in Banyuwangi. This research is a type of explanatory quantitative research with causal prediction measuring the strength of the relationship between variables. The population in this study is application users (consumers) who have received online motorcycle taxi services in 2021 in Banyuwangi. The sample is 100 respondents. The data were processed using SPSS 21 and SmartPLS 3.0. The hypothesis was processed using Structural Equation Modeling Path Least Square (SEM-PLS). The results of this study indicate that service quality has a significant positive effect on customer satisfaction and trust. Trust has no significant effect on customer satisfaction. Service quality has no significant effect on customer satisfaction with trust moderation. This research is to improve the service quality of online motorcycle taxi partners. |
| first_indexed | 2024-04-11T02:34:38Z |
| format | Article |
| id | doaj.art-81d3dd75139f482f87e65414f479ef65 |
| institution | Directory Open Access Journal |
| issn | 1979-3650 2548-2149 |
| language | English |
| last_indexed | 2024-04-11T02:34:38Z |
| publishDate | 2021-12-01 |
| publisher | Universitas Airlangga |
| record_format | Article |
| series | Jurnal Manajemen Teori dan Terapan |
| spelling | doaj.art-81d3dd75139f482f87e65414f479ef652023-01-02T20:33:00ZengUniversitas AirlanggaJurnal Manajemen Teori dan Terapan1979-36502548-21492021-12-0114329832310.20473/jmtt.v14i3.3003314505Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in BanyuwangiTitin Lestariningsih0Program Studi Manajemen, Akademi Kelautan BanyuwangiGojek online is a partner for two-wheeled drivers who can contribute 8.2 trillion per year to the Indonesian economy. This study is to analyzes the factors that influence online motorcycle taxi customer satisfaction in Banyuwangi. This research is a type of explanatory quantitative research with causal prediction measuring the strength of the relationship between variables. The population in this study is application users (consumers) who have received online motorcycle taxi services in 2021 in Banyuwangi. The sample is 100 respondents. The data were processed using SPSS 21 and SmartPLS 3.0. The hypothesis was processed using Structural Equation Modeling Path Least Square (SEM-PLS). The results of this study indicate that service quality has a significant positive effect on customer satisfaction and trust. Trust has no significant effect on customer satisfaction. Service quality has no significant effect on customer satisfaction with trust moderation. This research is to improve the service quality of online motorcycle taxi partners.https://e-journal.unair.ac.id/JMTT/article/view/30033service quality, trust, customer satisfaction, online motorcycle taxi |
| spellingShingle | Titin Lestariningsih Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi Jurnal Manajemen Teori dan Terapan service quality, trust, customer satisfaction, online motorcycle taxi |
| title | Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi |
| title_full | Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi |
| title_fullStr | Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi |
| title_full_unstemmed | Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi |
| title_short | Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi |
| title_sort | analysis of service quality and trust on customer satisfaction of ojek online in banyuwangi |
| topic | service quality, trust, customer satisfaction, online motorcycle taxi |
| url | https://e-journal.unair.ac.id/JMTT/article/view/30033 |
| work_keys_str_mv | AT titinlestariningsih analysisofservicequalityandtrustoncustomersatisfactionofojekonlineinbanyuwangi |