The effect of Service Quality, Pricing, and Costumer Satisfaction on Costumer Loyalty Gojek Transportastion at 3rd Hamlet Paseban District, Central Jakarta

Ruwaida Ruwaida; Furwati  Sihombing; Sri Kurniawati; Anwar Sulaiman

Ruwaida Universitas Persada Indonesia Y.A.I
Furwati Sihombing Universitas Persada Indonesia Y.A.I
Sri Kurniawati Universitas Persada Indonesia Y.A.I
Anwar Sulaiman Universitas Pramita Indonesia

Keywords: Service Quality, Pricing, Customer Satisfaction, Costumer Loyalty ,Gojek Transportation

Abstract

The use of online transportation in Indonesia is increasing every year, one type of online transportation in Indonesia is Gojek. This study aims to determine the effect of service quality, pricing, and customer satisfaction on customer loyalty in gojek transportation. The population in this study at 03rd hamlet paseban District, totaling 140 people who had used gojek transportation services with at least one use. The nmber of samples used in this study were 104 people. This study used a purposive sampling metod. In managing data, researchers use structural equation modeling (SEM) and SmartPLS Software. the results obtained from this study indicate that service quality has a positive and significant effect on customer loyalty for Gojek transportation. Pricing has positive effect on customer loyalty for Gojek transportation. The independent variable contribution to the dependent variable is 73%. The remaining 27% is influenced by other variables not examined in this study, such as promotion and brand image variables.

References

Abd-El-Salam, E. M., Shawky, A. Y., & El-Nahas, T. (2013). The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company. The Business & Management Review, 3(2), 177-196.

Amri, W. A. A., Asbari, M., Gazali, G., Novitasari, D., & PURWANTO, A. (2021). The effect of religiosity and service quality on job satisfaction: A case study of MSME employees. International Journal of Social and Management Studies, 2(1), 53-63.

Bernarto, I., Purwanto, A., & Masman, R. R. (2022). The Effect Of Perceived Risk, Brand Image And Perceived Price Fairness On Customer Satisfaction. Jurnal Manajemen, 26(1), 35-50.

Cahyono, Y., Purwanto, A., Azizah, F. N., & Wijoyo, H. (2020). Impact Of Service Quality, University Image And Students Satisfaction Towards Student loyalty: Evidence From Indonesian Private Universities. Journal of Critical Reviews, 7(19).

Chadha, S. K., & Kapoor, D. (2009). Effect of switching cost, service quality and customer satisfaction on customer loyalty of cellular service providers in Indian market. IUP Journal of Marketing Management, 8(1), 23.

Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total quality management, 20(4), 423-443.

David Mc A, B. (2013). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. American Journal of Tourism Research, 2(1), 67-77.

Devaraj, S., Matta, K. F., & Conlon, E. (2001). Product and service quality: The antecedents of customer loyalty in the automotive industry. Production and Operations Management, 10(4), 424-439.

Goestjahjanti, F. S., Sadewa, T., Novitasari, D., Fahlevi, M., & Purwanto, A. (2021). The Role Of Service Quality And Customer Satisfaction On Customer Loyalty Of Mobile Banking Product: An Empirical Study Of Banks In Jakarta. NVEO-NATURAL VOLATILES & ESSENTIAL OILS Journal| NVEO, 13345-13360.

Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market. Journal of air transport management, 57, 80-88.

Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International journal of bank marketing, 33(4), 404-422.

Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159.

Lee, H. S. (2013). Major moderators influencing the relationships of service quality, customer satisfaction and customer loyalty. Asian Social Science, 9(2), 1.

Malik, M. E., Ghafoor, M. M., & Iqbal, H. K. (2012). Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector. International journal of business and social science, 3(23), 123-129.

Nasib, N. (2021). The Role of Costumer Satisfaction in Mediating the Relationship Between Service Quality and Price on Costumer Loyalty. Enrichment: Journal of Management, 12(1), 400-411.

Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of travel research, 32(2), 16-24.

Purwanto, A., Asbari, M., & Santoso, T. I. (2021). Education Management Research Data Analysis: Comparison of Results between Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS For Small Samples. Nidhomul Haq: Jurnal Manajemen Pendidikan Islam, 6(2), 382-399.

Purwanto, A., Asbari, M., Teguh, I. S., Haque, M. G., & Nurjaya, N. (2019). Marketing Research Quantitative Analysis for Large Sample: Comparing of Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS. Jurnal Ilmiah Ilmu Administrasi Publik: Jurnal Pemikiran dan Penelitian Administrasi Publik, 9(2), 355-372.

Sunarsi, D., Rohaeni, N., Wulansari, R., Andriani, J., Muslimat, A., Rialmi, Z., ... & Fahlevi, M. (2020). Effect of e-leadership style, organizational commitment and service quality towards indonesian school performance. Syst. Rev. Pharm, 11, 472-481.

Syahril, S., Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Cusptomer e-loyalty: How The Role of e-service quality, e-recovery service quality and e-satisfaction?. UJoST-Universal Journal of Science and Technology, 1(1), 23-27.

Setiawati, N. P. A., Sunarsi, D., Nurjaya, S., Manan, A., Nurhadi, A., Erlangga, H., ... & Purwanto, A. (2021). Effect of Technology Acceptance Factors, Website Service Quality and Specific Holdup Cost on Customer Loyalty: A Study in Marketing Departement of Packaging Industry. Annals of the Romanian Society for Cell Biology, 12685-12697.

Susilo, R., Bernarto, I., & Purwanto, A. (2020). Effect of trust, value and atmosphere towards patient satisfaction (case study on preama clay of wae laku, indonesia). International Journal of Advanced Science and Technology, 29(3), 6716-6723.

Tam, J. L. (2004). Customer satisfaction, service quality and perceived value: an integrative model. Journal of marketing management, 20(7-8), 897-917.

Tsoukatos, E., & Rand, G. K. (2006). Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance. Managing Service Quality: An International Journal, 16(5), 501-519.