Assessment of Go-Jek Transfortation Services in Indonesia Through Gap Service Quality and Impact on Consumer Loyalty

Budiharti, Nelly and Setiadjit, Dayal Gustopo and Wijaya, Eko (2020) Assessment of Go-Jek Transfortation Services in Indonesia Through Gap Service Quality and Impact on Consumer Loyalty. International Journal of Innovative Science and Research Technology, 5 (8). pp. 61-65. ISSN 2456-2165

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Abstract

Along with the development of transportation era, it becomes a very important need in running the wheels of the people's economy , with the increase in online-based technology , competition in the field of online transportation can not be avoided. To be able to compete with other online transportation companies by improving the quality of services provided to consumers. The purpose of this study is to evaluate the quality of service of PT. Go-Jek Indonesia for consumers. Based on the results of this study using the Service Quality method (seen from Tangible, Reliability, Responsiveness, Assuransc, Emphaty ) by distributing questionnaires using Google forms to 400 respondents throughout the service area of PT. Go-Jek Indonesia. The results of the service quality / gap calculation for each statement dimension are all of negative values, indicating that the services provided by PT. Go-Jek Indonesia cannot be said of quality or service quality does not meet the expectations of Go-Jek customers. This condition shows that there is still a need to improve the quality of services provided by PT. Go-Jek Indonesia in order to achieve the ideal service quality to remain competitive with other competitors.

Item Type: Article
Uncontrolled Keywords: Online Transparency , Service Quality, Service Quality.
Subjects: Engineering > Industrial Engineering
Divisions: Fakultas Teknologi Industri > Teknik Industri S1
Depositing User: Mr Sayekti Aditya Endra
Date Deposited: 22 Nov 2022 01:13
Last Modified: 22 Nov 2022 01:13
URI: http://eprints.itn.ac.id/id/eprint/9602

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