Abstract:
This research aims to identify the factors that influence customer satisfaction of
GOJEK customer. All responses were collected using questionnaires. The
methodology used for the research is quantitative and the statistical analysis was
performed using SPSS. This research will use tangible, responsiveness, reliability,
assurance and empathy as independent variable and customer satisfaction as
dependent variable. The research population is people who have used GOJEK
services more than once. This research used purposive sampling with 104
respondents based on the unknown population. The result indicates that
responsiveness, reliability, assurance and empathy, have significant influence on
GOJEK customer satisfaction. Meanwhile, tangible have no significant influence
on GOJEK customer satisfaction. Therefore, GOJEK should improve their
tangibility by paying more attention to their drivers so that they always have
complete attributes and ensure that these attributes are in good condition and
GOJEK also should maintain the other variables by upgrading their apps, improve
the GPS on their app, and provides training for GOJEK drivers to be able to
satisfy GOJEK customers.
