ANALYSIS OF SERVICE QUALITY OF GO-JEK AND CUSTOMER SATISFACTION

  • Josephine Dengah Unklab Business School
  • Rinny Cherill Rantung Unklab Business School

Abstract

This study aims to determine what factors affecting consumer behaviour on shopping at modern mini markets in Kema village. This research is a quantitative-qualitative study using Exploratory Factor Analysis (EFA). By using primary data obtained from distributing questionnaires in two ways: Google Form and printed on paper then distributed directly to 200 respondents who live in Kema and have made at least 2 purchases at mini markets in Kema, with 19 statement items that have gone through the validation process. The results of this study found that there are 3 factors affecting consumer behaviour on shopping at modern mini markets in Kema village, they are Electronic Transaction, Customer Service, and Store Appearance. Based on the Independent t-test, it was found that there was no significant difference based on gender for the three existing factors. And for the ANOVA test, it was found that there was a significant difference based on income to Electronic Transaction, but for the Customer Service and Store Appearance there was no difference based on income.


Keywords: Customer Service, Electronic Transaction, Store Appearance.

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Published
2022-09-30
How to Cite
DENGAH, Josephine; RANTUNG, Rinny Cherill. ANALYSIS OF SERVICE QUALITY OF GO-JEK AND CUSTOMER SATISFACTION. Klabat Journal of Management, [S.l.], v. 3, n. 2, p. 32-45, sep. 2022. ISSN 2722-726X. Available at: <http://ejournal.unklab.ac.id/index.php/kjm/article/view/878>. Date accessed: 27 jan. 2023. doi: https://doi.org/10.31154/kjm.v3i2.878.32-45.