EXAMINING STUDENTS’ PERCEPTION OF E-SERVICE QUALITY IN GO-FOOD SERVICE
Abstract
Service quality is one of the biggest factors in determining consumer loyalty. The aim of
this study is to analyze how the Go-jek service quality an influence customer satisfaction
in shaping customer loyalty to the Go-jek company. This research is quantitative and
using the variables examined in this study are website design, reliability, trust, customer
satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta, the
data was collected using a questionnaire based on a Likert-scale, and the taking method
uses 30 respondents for pilot test and purposive sampling with 300 respondents. Data
were then analyzed using structural equation model (SEM) analysis with the help of
AMOS and SPSS. The results of the study show that the effect of e-service quality on
customer loyalty to the Go-jek company were positive and significant.
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