FACTORS INFLUENCING CUSTOMER SATISFACTION OF PT GOJEK INDONESIA IN JAKARTA

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.