Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi
Downloads
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.
Alfiyanto, C., Indriani, F. and Perdhana, M.S. 2020. the Effect of Service Quality on Consumer Trust and Customer Satisfaction To Improve Customer Loyalty on Go-Car Transportation Online in Semarang City. Diponegoro Journal of Economics, 9(1): 58.
Arikunto Suharsini, 2008. Penelitian Tindakan Kelas. Jakarta: Bumi Aksara.
Burhan Bungin. 2005. Metodologi penelitian Kuantitatif. In: 2nd ed. Jakarta: Prenada Media Grup.
Chin, W.W. 1998. The partial least squares approach for structural equation modeling. Modern methods for business research, (April): 295–336.
Claes Fornell, Fr.L.B. 1982. Two Strctural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory. Journal of Marketing Research, 19(4): 440–452.
Ghozali, I., & Latan, H. 2014. Partial Least Squares Konsep, Teknik dan Program SmartPLS 3.0 untuk Penelitian Empiris. Semarang: Universitas Diponegoro.
Ghozali I. 2013. Aplikasi Analisis Multivariete dengan Program IBM SPSS. Semarang: Universitas Diponegoro.
Ghozali I. 2014. Structural Equation Modeling. Metode Partial Least Squares (PLS). Semarang: Universitas Diponegoro.
Ghozali I. 2016. Aplikasi analisis multivariate dengan Program SPSS 23, Edisi 4. Semarang. Semarang: Universitas Diponegoro.
Hanafi, Widyawati, R. and Widowati, A.S. 2021. Effect of service quality and online servicescape toward customer satisfaction and loyalty mediated by perceived value. IOP Conference Series: Earth and Environmental Science, 704(1) 012011.
Hapsari, R., Clemes, M.D. and Dean, D. 2017. The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1): 21–40.
Ihsan, M. and Siregar, A.P. 2019. Pengaruh E-service Quality Terhadap Keputusan Pengguna Jasa Ojek Online Go-Ride dalam Aplikasi Go-Jek melalui Kepercayaan Konsumen di Kota Jambi. J-MAS (Jurnal Manajemen dan Sains), 4(1), p.170.
Keller, K.P. dan K.L. 2007. Manajemen Pemasaran. In: 12th ed. Jakarta: PT Indeks.
Kevin and Anandya, D. 2021. the Effect of Service Quality, Perceived Value, and Customer Trust Towards Customer Loyalty on Online Transportation Gojek in Surabaya. Journal of Management and Business, 20(1): 45–60.
Khairani, I. and Hati, S.R.H. 2017. The effects of perceived service quality towards customer satisfaction and behavioral intentions in online transportation. International Journal of Humanities and Management Sciences, 5(1): 7–11.
Kuncoro I. 2003. Metode Riset untuk Bisnis & Ekonomi. Jakarta: Erlangga.
Lembaga Demografi Universitas Indonesia. 2018. Dampak GO-JEK terhadap Perekonomian Indonesia. -: 1–24.
Leninkumar, V. 2017. The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4).
Lestariningsih, T., Hadiyati, E. and Astuti, R. 2018. Study of Service Quality and Patient Satisfaction to Trust And Loyalty in Public Hospital, Indonesia. www.ijbmm.com International Journal of Business Marketing and Management, .
Loverlock, W.& M., n.d. Pemasaran jasa manusia, teknologi, strategi perspektif Indonesia. In: 2nd ed. Jakarta: Erlangga.
Lupiyoadi Rambat, Hamdani, A. 2008. Pemasaran Jasa. Jakarta: Salemba Empat.
Maftuchah, V., Ghofir, A., . S. and Riftiasari, D. 2019. Consumer Satisfaction Online Ojek Services in Indonesia :Effect of Service Quality and Customer Value. Archives of Business Research, 7(12): 116–125.
Mayer, R.C., Davis, J.H. and Schoorman, F.D. 1995. An Integrative Model of Organizational Trust Author ( s ): Roger C . Mayer , James H . Davis and F . David Schoorman Published by : Academy of Management Stable URL : http://www.jstor.com/stable/258792 REFERENCES Linked references are available on JSTOR f. Academy of Management Review, 20(3): 709–734.
McKnight, D.H. and Chervany, N.L. 2000. What is Trust ? A Conceptual Analysis and an Interdisciplinary Model. Proceedings of the 2000 Americas Conference on Information Systems AMCI2000 AIS Long Beach CA August 2000, 346, p.382.
Melinda, 2017. Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Go-Jek Melalui E-Satisfaction Pada Kategori Go-Ride. Agora, 5(1), p.1.
Mishra, A.K. 2014. Organizational Responses to Crisis: The Centrality of Trust ANEIL K . MISHRA Appears in : Kramer , Roderick M . and Thomas Tyler ( eds .) Trust In Organizations . Newbury Park , CA : (January 1996).
Morgan, R.M. and Hunt, S.D. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), p.20.
Nasution, 2003. Metode Research (Penelitian Ilmiah). Jakarta: Bumi Aksara.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. 1988. "SERVQUAL: A multiple item scale for measuring consumer perception of service quality,”. Journal of retail, 1, pp12-40.
Pasharibu, Y., Paramita, E.L. and Febrianto, S. 2018. Price, service quality and trust on online transportation towards customer satisfaction. Jurnal Ekonomi dan Bisnis, 21(2): 241–266.
Philip, K.& K.L.K. 2009. Manajemen Pemasaran. In: 13th ed. Jakarta: Airlangga.
Pudjarti, S., Nurchayati, N. and Dwi Putranti, H.R. 2019. Penguatan Kepuasan Model Hubungan E-Service Quality Dan E-Loyalty Pada Konsumen Go-Jek Dan Grab. Sosiohumaniora, 21(3): 237–246.
Purnamasari, D. 2018. The Roles of E-Service Quality , E-Trust , and E-Satisfaction on Online Retail Loyalty. Industrial Research Workshop and National Seminar, 1(2): 634–641.
Rizan, M., Haro, A. and Rahmadhina, B. 2019. Pengaruh Perceived Ease Of Use Dan Service Quality Terhadap Customer Satisfaction Dengan Trust Sebagai Intervening (Studi Kasus Pada Pengguna Grab Di Wilayah Jakarta). Jurnal Riset Manajemen Sains Indonesia (JRMSI), 10(2): 337–355.
Romadhoni, B., Hadiwidjojo, D. and Aisjah, S. 2015. Relationship between E-Service Quality, E-Satisfaction, E-Trust, E-Commitment In Building Customer E-Loyalty: A Literature Review. International Journal of Business and Management Invention, 4(2): 1–9.
Santoso, A. and Aprianingsih, A. 2017. The Influence of Perceived Service and E-Service Quality To Repurchase Intention the Mediating Role of Customer Satisfaction Case Study: Go-Ride in Java. Journal of Business and Management, 6(1), p.12.
Sfenrianto, S., Wijaya, T. and Wang, G. 2018. Assessing the buyer trust and satisfaction factors in the E-marketplace. Journal of Theoretical and Applied Electronic Commerce Research, 13(2): 43–57.
Silalahi, S.L.B., Handayani, P.W. and Munajat, Q. 2017. Service Quality Analysis for Online Transportation Services: Case Study of GO-JEK. Procedia Computer Science, 124: 487–495.
Sobihah, M., Mohamad, M., Ali, N.A.M. and Wan Ismail, W.Z. 2015. E-commerce service quality on customer satisfaction, belief and loyalty: A proposal. Mediterranean Journal of Social Sciences, 6(2): 260–266.
Solimun. 2010. Analisis multivariat permodelan struktural-model partial least square-PLS. CV Citra Malang.
Soromi, R.K., Pelleng, F.A.O. and Kalangi, J.A.F. 2019. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Transportasi Online GrabBike Pada Mahasiswa Fakultas Ilmu Sosial Dan Politik Universitas Sam Ratulangi. Jurnal Administrasi Bisnis, 9(1), p.19.
Sudirman, A., Efendi, E., Harini, S., Xvhu, R.Q., Ri, V., Edvhg, D., Xuwkhupruh, D. and Kdv, W. 2020. Kontribusi harga dan kepercayaan untuk membentuk kepuasan pengguna transportasi berbasis aplikasi. (April): 323–335.
Sugiyono. 2008. Metode Penelitian Administrasi. In: Nuryanto, ed. Bandung: CV Alfabeta.
Tjiptono. 2000. Manajemen jasa. Jakarta: Andi.
Tungkup, D.L. 2021. The Importance of Online Transportation Effectiveness for Business Resistance Strategies During the Covid-19 Pandemic. KnE Social Sciences, 2020(Iwpospa): 396–414.
Wattimena, R.E. and Sin, L.G. 2020. Building Trust and Quality of Customer Service Through Customer Satisfaction (Study of Gojek's Customers in Malang City). Journal of The Community Development in Asia, 3(3): 79–87.
Zarei, E., Khabiri, R., Arab, M. and Daneshkohan, A. 2015. The effect of hospital service quality on patient's trust. Iranian Red Crescent Medical Journal, 17(1): 1–5.
Authors who publish with this journal agree to the following terms:
1. The author(s) hold the copyright of the article without restrictions.
2. The author(s) retain publishing rights without restrictions
3. The legal formal aspect of journal publication accessibility refers to Creative Commons Attribution (CC BY).
