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Quality of Service to Customer Satisfaction and Loyalty to the Online Transportations (Gojek) in Indonesia Post-Pandemic Covid-19

Journal: International Journal of Mechanical and Production Engineering Research and Development (IJMPERD ) (Vol.10, No. 3)

Publication Date:

Authors : ; ;

Page : 7749-7760

Keywords : SEM-PLS; Service Quality; Customer Satisfaction; Customer Loyalty; Online Transportation; Motorcycle Taxi; Covid-19;

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The existence of covid-19 brings any changes in this world. All industries around us experience a significant impact. Many industries end up closing down companies or firing employees because of the losses that have been caused by the spread of the covid-19 virus. Keeping physical distancing and not leaving the house if it is not important is a solution to breaking the chain of distribution of covid-19 which has claimed many lives around the world, including in Indonesia. However, such regulations become a big loss for online transportation, especially motorcycle taxy or what is often called an “ojek”. Keeping a distance for ojek is not easy because every day they are dealing directly with consumers. The threat of covid-19 virus transmission is not averted by calls for cleanliness and the use of masks carried out when the covid-19 virus enters Indonesia until the enactment of Large-Scale Social Restrictions similar to Lock Down but there is still economic activity with certain requirements. With the data generated service quality has a positive effect on customer satisfaction 0.673 and service quality has a positive effect on customer loyalty 0.524. With an average value of Reliability service quality with a value of 4.23 (84.6%), then Tangible 4.12 (82.4%), Responsiveness 4.01 (80.2%), Assurance 3.96 (79.2%), Empathy 3.83 (76.6%)

Last modified: 2020-11-27 17:09:34