Pengaruh E-service Quality Terhadap Keputusan Pengguna Jasa Ojek Online Go-Ride dalam Aplikasi Go-Jek melalui Kepercayaan Konsumen di Kota Jambi

Ihsan, Muhammad Nur; Siregar, Ade Perdana

doi:10.33087/jmas.v4i1.85

Cited by 4 publications

(6 citation statements)

References 1 publication

(2 reference statements)

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“…It means that the service quality influences online customer satisfaction 'Go-Ride' transportation services in the Jabodetabek area. These yields align with the findings on the service quality able to influence customer satisfaction (David, 2020;Kurnia, 2018;Wuryanti & Ferani, 2018), and also services through external factors (Adi & Suryawardana, 2018) while e-service quality (Ihsan & Siregar, 2019), service quality in this study still is trusted by online customer Go-Ride products because it becomes the main requirement of every consumer who has the advantage of technology and ease of use of features in this application. On the other side, sometimes, violations occur by drivers who ignore the company's applicable regulations.…”

Section: Prediction Of Online Customer Satisfaction: a Case Studysupporting

confidence: 87%

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Prediction of Online Customer Satisfaction: A Case Study Go-Ride in Jabodetabek

Hanny

Fahrizal

2021

Jurnal Ekonomi & Bisnis JAGADITHA

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The increasing number of online motorcycle taxis has an impact on tighter competition. PT Gojek Indonesia, which has existed since 2010, provides online motorcycle taxi transportation services based on applications under the 'GoJek' brand. This research examines how online customer satisfaction predicts service quality and brand image of Go-Ride services in the Jabodetabek area and the influence of both. This variety of causation studies serving as explanations and using the quantitative approach. Populations are passengers of Go-Ride services, located at Pasaraya Blok M, South Jakarta, that comes from that consumer in Jabodetabek area. The research sample uses purposive sampling to customer used Go-Ride's services as the counting of 96 respondents. Regression analysis technique using multiple regression. The results prove that online customer satisfaction can predict the service quality and brand image factors as Go-Ride's services yield impact partially and simultaneously. This is also reinforced by online customer satisfaction contributing 55.2 percent to predict service quality and brand image in this research.

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Section: Prediction Of Online Customer Satisfaction: a Case Studysupporting

confidence: 87%

“…In Indonesia, it is often found that motorbikes also function as public transportation, namely transporting people or goods and charging an agreed fee. This type of transportation capital is known as 'Ojek' (Ihsan & Siregar, 2019).…”

Section: Introductionmentioning

confidence: 99%

Prediction of Online Customer Satisfaction: A Case Study Go-Ride in Jabodetabek

Hanny

Fahrizal

2021

Jurnal Ekonomi & Bisnis JAGADITHA

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“…Good service will increase confidence in deciding to buy an item. This is also in line with the research of Ihsan & Siregar (2019) which says that when viewed from the best service quality, it can create consumer confidence and consumer decisions in using services. Where the results of the research he conducted also have the result that e-service quality has a positive and significant effect on consumer confidence.…”

Section: Relationships Between Variables the Effect Of E-service Qual...supporting

confidence: 82%

“…Based on the characteristics of respondents, respondents agreed that shopping for products through the Tokopedia marketplace can be maintained privacy when making payments, so the average consumer has felt that the services provided by Tokopedia can instill Consumer Trust. This research is strengthened by previous research conducted by Wuisan et al, (2020), Adyanto & Santosa, (2018), and Ihsan & Siregar, (2019 which stated that E-Service Quality has a positive influence on Consumer Confidence.…”

Section: Discussionsupporting

confidence: 51%

The Influence of E-Service Quality and Brand Ambassadors in Forming Consumer Confidence that has an Impact on Consumer Buying Interest in the Tokopedia Application

Syilvianita

2023

FJSR

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This study aims to examine the direct influence of the influence of e-service quality and brand ambassadors in shaping consumer trust which has an impact on consumer buying interest in the Tokopedia application. The sampling technique used was purposive sampling method. The analytical method used in this study is the Structural Equation Model- Partial Least Square (SEM-PLS) on SmartPLS 3.0 software to test the strength of direct and indirect relationships between variables. The results of this study indicate that there is a significant direct effect between E-Service Quality and Consumer Trust. There is a significant direct influence between Brand Ambassador and Consumer Trust. There is a significant direct effect between E-Service Quality and Purchase Interest. There is an insignificant direct influence between Brand Ambassador and Buying Interest. There is a significant direct effect between Consumer Confidence and Purchase Intention. In this study, the influence of e-service quality and brand ambassadors in shaping consumer trust that has an impact on consumer buying interest in the Tokopedia application has a direct and indirect influence. In this study, there is a mediating role, namely consumer trust. The independent variables are E-Service Quality and Brand Ambassador. While the intervening variable in this study is Consumer Trust and the dependent variable in this study is Purchase Interest

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“…Kualitas lingkungan digunakan untuk menunjukkan fitur konkret dari tempat di mana layanan disediakan. Kualitas output, di sisi lain, adalah fenomena yang terkait dengan konsistensi dan keandalan penyedia layanan" (Ihsan & Siregar, 2019). Layanan berorientasi pelanggan tidak boleh terbatas pada kualitas layanan, layanan yang berfokus pada pelanggan harus diadopsi sebagai strategi bisnis, sehingga memberikan keunggulan kompetitif.…”

Section: Kualitas Layananunclassified

Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan di Industri Pariwisata di Jawa Barat

Fitrianti¹,

Sonani

2022

AJSH

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Kualitas layanan dan kepuasan pelanggan adalah salah satu faktor terpenting yang mempengaruhi pangsa pasar dan profitabilitas perusahaan jasa. Studi ini mengeksplorasi pentingnya persepsi berbagai aspek kualitas layanan terhadap kepuasan pelanggan dalam bisnis jasa. Model survei dilakukan untuk menguji hubungan antara semua dimensi konsep kualitas layanan dan kepuasan pelanggan. Data dikumpulkan dari konsumen perusahaan jasa yang beroperasi di industri pariwisata di Jawa Barat. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan langsung terhadap kepuasan pelanggan.

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Pengaruh E-service Quality Terhadap Keputusan Pengguna Jasa Ojek Online Go-Ride dalam Aplikasi Go-Jek melalui Kepercayaan Konsumen di Kota Jambi

Cited by 4 publications

References 1 publication

Prediction of Online Customer Satisfaction: A Case Study Go-Ride in Jabodetabek

Prediction of Online Customer Satisfaction: A Case Study Go-Ride in Jabodetabek

The Influence of E-Service Quality and Brand Ambassadors in Forming Consumer Confidence that has an Impact on Consumer Buying Interest in the Tokopedia Application

Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan di Industri Pariwisata di Jawa Barat

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