The Relationship between E-Service Quality and Customer Satisfaction Evidence on Online Transportation Services in Indonesia

Ady Widjaja, Widji Astuti, Abdul Manan

2019

Abstract

To date, in Indonesia, online delivery service has become a new trend in selling transaction in the urban community. The utilization of two-wheeled vehicle is the privilege for alternative service delivery, regardless of whether it is conveying the merchandise or convey customer the proposed spot. PT. GOJEK is a company that provides services for delivery-based android applications. Customers only need an internet connection to use the service Gojek. This study examines the influence of customer satisfaction on customer loyalty against PT GOJEK Indonesia. As for the methods used for the collection of data using simple random sampling and to process data using Partial Least Square (PLS) as well as to review the analysis of the influential factors on the E-Service Quality and Customer Satisfaction using Importance Performance Analysis (IPA). The results of this research show that E-Service Quality is very effecting on customer Satisfaction PT. GOJEK Indonesia so the PT GOJEK should retain customer satisfaction

Paper Citation

in Harvard Style

Widjaja A., Astuti W. and Manan A. (2019). The Relationship between E-Service Quality and Customer Satisfaction Evidence on Online Transportation Services in Indonesia.In Proceedings of the 1st International Conference on IT, Communication and Technology for Better Life - Volume 1: ICT4BL, ISBN 978-989-758-429-9, pages 183-188. DOI: 10.5220/0008931501830188

in Bibtex Style

@conference{ict4bl19,
author={Ady Widjaja and Widji Astuti and Abdul Manan},
title={The Relationship between E-Service Quality and Customer Satisfaction Evidence on Online Transportation Services in Indonesia},
booktitle={Proceedings of the 1st International Conference on IT, Communication and Technology for Better Life - Volume 1: ICT4BL,},
year={2019},
pages={183-188},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008931501830188},
isbn={978-989-758-429-9},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on IT, Communication and Technology for Better Life - Volume 1: ICT4BL,
TI - The Relationship between E-Service Quality and Customer Satisfaction Evidence on Online Transportation Services in Indonesia
SN - 978-989-758-429-9
AU - Widjaja A.
AU - Astuti W.
AU - Manan A.
PY - 2019
SP - 183
EP - 188
DO - 10.5220/0008931501830188