The effect of e-service quality and service quality of Gojek with the mediating role of customer satisfaction on customer loyalty

Christina, Celine (2019) The effect of e-service quality and service quality of Gojek with the mediating role of customer satisfaction on customer loyalty. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Due to Industrial Revolution 4.0, technology has altered the way we live, work, and communicate with each other. Artificial Intelligence and Big Data Analysis are everyone’s lexicons these days, but it takes someone to use technology to see something that others do not—whether it be about patterns, opportunities, or even fallacies. The Indonesian’s online transportation company, Gojek, has been thriving for the past few years. With the right advocacy of Service Quality and E-Service Quality, Gojek can aim for the ultimate Customer Satisfaction, and win Customer Loyalty in the end. The purpose of this study was to improve our knowledge of connections between Service Quality, Electronic Service Quality, Customer Loyalty, and Customer Satisfaction. Thus, this study contributes to the development of our knowledge regarding the effect of Service Quality and Electronic Service Quality on Customer Satisfaction and Customer Loyalty on an online transportation application called Gojek. This research is an explanatory research. Respondents in this study are all the customers of Gojek, while samples taken are as many as 150 respondents. The data used in this study are primary data. Data in this study were collected by distributing questionnaires. The data analysis technique used in this research is Structural Equation Modeling (SEM) using the LISREL program. The results of this study can be concluded as: (1) Service Quality has a positive effect on Customer Satisfaction. (2) Electronic Service Quality has a positive effect on Customer Satisfaction. (3) Customer Satisfcation has a positive effect on Customer Loyalty of Gojek Customers.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Customer satisfaction, e-service quality, service quality, customer loyalty, Gojek
Subjects: Business
Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Users 6458 not found.
Date Deposited: 31 Jan 2019 01:36
Last Modified: 01 Feb 2019 08:09
URI: http://repository.wima.ac.id/id/eprint/17209

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