Online Base Transportation Service Quality and Customers Satisfaction Analysis
Abstract
This study investigates how customer satisfaction is influenced by various service quality factors, including price, convenience, safety, and information and communication technologies (ICT). The study focused on Go-Jek users in Airmadidi and its surrounding areas, encompassing both frequent and first-time users. Data were collected using a Google Forms questionnaire from a sample of 315 respondents selected through convenience sampling. Prior to distribution, the validity and reliability of the questionnaire were tested with 37 respondents in a pilot study. Pearson correlation coefficients were calculated to assess the relationships between the different service quality attributes (safety, price, convenience, ICT) and customer satisfaction. The results revealed a strong relationship between customer satisfaction and the service quality factors of safety, price, convenience, and ICT. Among these factors, ICT showed the strongest association with customer satisfaction.
References
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Rantung, D. I., Mandagi, D. W., Wuryaningrat, N. F., & Lelengboto, A. L. P. (2023). Small Medium Enterprises brand gestalt: A key driver of customer satisfaction and repurchase intention. International Journal of Professional Business Review, 8(6), e01463-e01463.
Rifaldi, R., Kadunci, K., & Sulistyowati, S. (2016). Pengaruh Kualitas Pelayanan Transportasi Online Go-Jek Terhadap Kepuasan Pelanggan Pada Mahasiswa/i Administrasi Niaga Politeknik Negeri Jakarta. Epigram, 13(2).
Rizan, M. (2015). The Influence of Price and Service Quality of Brand Image and Its Impact on Customer Satisfaction Go-Jek (Student Study on State University of Go-Jek). Jurnal Riset Manajemen Sains Indonesia (JRMSI), 6(2).
Septyadi, F. (2013). Pengaruh perceived usefulness, perceived ease of use dan kualitas pelayanan terhadap kepuasan konsumen Go-Jek. Retrieved from https://digilib.esaunggul.ac.id/public/UEU-Undergraduate-8902-Lampiran.pdf.
Suhaimi, M. Z. A., Talib, S. A., Bachok, S., & Saleh, M. M. (2018). Service attributes, customer satisfaction and return usage: A case of Uber Malaysia. Journal of Tourism, Hospitality & Culinary Arts, 10(2), 81-103.
Tazkani, T. (2020). Service Quality, Customer Satisfaction, and Loyalty toward Go-Jek Service. In Proceedings Aceh Global Conference-Business, Economics, and Sustainable Development Trends (Vol. 2, pp. 17-22).
Thung, F. (2019). Pengaruh kualitas pelayanan mitra Go-Jek terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel mediasi. Jurnal Bina Manajemen, 8(1), 74-95.
Wijayanti, C. A. (2020). Pengaruh kualitas layanan dan kepuasan pelanggan pada loyalitas pelanggan di Restoran Pizza E-Birra. Klabat Journal of Management, 1(1), 11-42.
Wardani, T. U. (2017). Pengaruh kualitas pelayanan terhadap kepuasan konsumen pada bisnis jasa transportasi Go-Jek (studi kasus mahasiswa Febi UIN Sumatera Utara) (Doctoral dissertation, Universitas Islam Negeri Sumatera Utara).
Yanti, P. F. (2021, September). Mengukur Kualitas Pelayanan pada Ojek Online di Masa Pandemi. In Prosiding Industrial Research Workshop and National Seminar (Vol. 12, pp. 940-947).
Blurton, C. (1999). New directions of ICT-use in education, UNESCO world communication and information report. Retrieved from http://www.unesco.org/education/educprog/lwf/dl/edict.pdf.
Diantari, N. K., Suartina, I. W., & Oktarin, L. N. (2021). Pengaruh kualitas pelayanan dan kenyamanan terhadap kepuasan pelanggan pengguna jasa transportasi online(studi pada pelanggan go-jek di denpasar barat). Jurnal Manajemen, Kewirausahaan dan Pariwisata, 1(4)1321-1329.
Farida, I., Tarmizi, A., & November, Y. (2016). Analisis pengaruh bauran pemasaran 7p terhadap kepuasan pelanggan pengguna go-jek online. Riset Manajemen dan Bisnis, 31-40.
Gofur, A. (2019). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan. Riset Manajemen dan Bisnis Fakultas EKonomi UNIAT, 1(1),37-44.
Go-Jek. (2021, January 1). Cara daftar go ride. Retrieved from https://www.Go-Jek.com/blog/goride/cara-daftar-go-ride/
Hafidloh, & Marlena, N. (2021). Pengaruh keamanan terhadap keputusan pembelian jasa tranportasi Go-Jek. Akuntabel:Jurnal Ekonomi dan Keuangan, 18(2), 219-228.
Inaray, A. C. P., Soewignyo, F., Sumanti, E. R., & Mandagi, D. W. (2024). Exploring the nexus between service quality, patient satisfaction, and recommendation intentions in faith-based hospital settings. EKUITAS (Jurnal Ekonomi dan Keuangan), 8(3), 398-417.
Indrajit. (2020). Persepsi mahasiswa terhadap kualitas pelayanan di perguruan tinggi: studi kasus universitas swasta di minahasa utara. Klabat Journal of Management 1(1), 55-56.
Irdhayanti, E., & Firayanti, Y. (2019). Analisis kepuasan konsumen terhadap kualitas pelayanan Go-Jek di kabupaten kubu raya. Jurnal ekonomi dan bisnis kontemporer, 5(1), 1-21.
Kelejan, D. F., Walean, R. H., Soewignyo, T. I., & Mandagi, D. W. (2022). An exploratory analysis of determining factors influencing student satisfaction with postgraduate program services. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 369-384.
Kotler, P., & Armstrong, G. (2012). Marketing Management Edisi 14, Prentice Hall, Pearson.
Kurniawan, Y., & Putritama, A. (2020). CUSTOMERS’SATISFACTION FACTORS OF ONLINE TRANSPORTATION SERVICES. Nominal Barometer Riset Akuntansi Dan Manajemen, 9(2), 191-210.
Lebo, T. C., & Mandagi, D. W. (2023). Integrating service quality, customer satisfaction, and brand gestalt in the context of multi-level marketing (MLM) companies. Jurnal Mantik, 7(1), 100-111.
Manurung, J., Sitorus, M. E., & Rinaldi, R. (2019). Faktor-Faktor yang Berhubungan dengan Perilaku Safety Riding Pengemudi Ojek Online (Go-Jek) di Kota Medan Sumatera Utara. Journal of Health Science and Physiotherapy, 1(2), 91-99.
Marati, N. C. (2016). Pengaruh kualitas layanan dan harga terhadap kepuasan pelanggan jasa transportasi ojek online (Studi pada konsumen Go-Jek di Surabaya). Jurnal Pendidikan Tata Niaga (JPTN), 4(3).
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer (based performance measure; an empirical examination of organizational barriers using an extended service quality model. Human resource management, 335-364.
Purbohastuti, A. W. (2018). Faktor penyebab beralihnya konsumen ojek pangkalan menjadi ojek online. Tirtayasa Ekonomika, 13(2), 238-251.
Rantung, D. I., Mandagi, D. W., Wuryaningrat, N. F., & Lelengboto, A. L. P. (2023). Small Medium Enterprises brand gestalt: A key driver of customer satisfaction and repurchase intention. International Journal of Professional Business Review, 8(6), e01463-e01463.
Rifaldi, R., Kadunci, K., & Sulistyowati, S. (2016). Pengaruh Kualitas Pelayanan Transportasi Online Go-Jek Terhadap Kepuasan Pelanggan Pada Mahasiswa/i Administrasi Niaga Politeknik Negeri Jakarta. Epigram, 13(2).
Rizan, M. (2015). The Influence of Price and Service Quality of Brand Image and Its Impact on Customer Satisfaction Go-Jek (Student Study on State University of Go-Jek). Jurnal Riset Manajemen Sains Indonesia (JRMSI), 6(2).
Septyadi, F. (2013). Pengaruh perceived usefulness, perceived ease of use dan kualitas pelayanan terhadap kepuasan konsumen Go-Jek. Retrieved from https://digilib.esaunggul.ac.id/public/UEU-Undergraduate-8902-Lampiran.pdf.
Suhaimi, M. Z. A., Talib, S. A., Bachok, S., & Saleh, M. M. (2018). Service attributes, customer satisfaction and return usage: A case of Uber Malaysia. Journal of Tourism, Hospitality & Culinary Arts, 10(2), 81-103.
Tazkani, T. (2020). Service Quality, Customer Satisfaction, and Loyalty toward Go-Jek Service. In Proceedings Aceh Global Conference-Business, Economics, and Sustainable Development Trends (Vol. 2, pp. 17-22).
Thung, F. (2019). Pengaruh kualitas pelayanan mitra Go-Jek terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel mediasi. Jurnal Bina Manajemen, 8(1), 74-95.
Wijayanti, C. A. (2020). Pengaruh kualitas layanan dan kepuasan pelanggan pada loyalitas pelanggan di Restoran Pizza E-Birra. Klabat Journal of Management, 1(1), 11-42.
Wardani, T. U. (2017). Pengaruh kualitas pelayanan terhadap kepuasan konsumen pada bisnis jasa transportasi Go-Jek (studi kasus mahasiswa Febi UIN Sumatera Utara) (Doctoral dissertation, Universitas Islam Negeri Sumatera Utara).
Yanti, P. F. (2021, September). Mengukur Kualitas Pelayanan pada Ojek Online di Masa Pandemi. In Prosiding Industrial Research Workshop and National Seminar (Vol. 12, pp. 940-947).
Published
2024-09-14
How to Cite
DENGAH, Josephine Angela; INDRAJIT, Indrajit.
Online Base Transportation Service Quality and Customers Satisfaction Analysis.
Klabat Journal of Management, [S.l.], v. 5, n. 2, p. 156-166, sep. 2024.
ISSN 2722-726X.
Available at: <https://ejournal.unklab.ac.id/index.php/kjm/article/view/1165>. Date accessed: 14 dec. 2024.
doi: https://doi.org/10.60090/kjm.v5i2.1165.156-166.
Section
Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
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