The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya
DOI:
https://doi.org/10.24002/ijis.v3i2.4191Keywords:
Go-Send, E-Service Quality, Customer Satisfaction, Customer Loyalty.Abstract
The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.References
Gojek, “GoSend Web Portal: Kirim Barang Bisa Banyak Sekaligus!,” www.gojek.com, 2020. https://www.gojek.com/blog/gosend/web-portal/ (accessed Jan. 24, 2021).
APJII, “Laporan Survei Internet APJII 2019 – 2020 (Q2),” Asos. Penyelenggara Jasa Internet Indones., vol. 2020, pp. 1–146, 2020, [Online]. Available: https://apjii.or.id/survei.
Katadata, “Ini Lima Layanan Go-Jek yang Paling Banyak Digunakan Konsumen,” www.katadata.co.id, 2018. .
F. Gotama and T. A. Indarwati, “The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian),” J. Minds Manaj. Ide dan Inspirasi, vol. 6, no. 2, p. 145, 2019, doi: 10.24252/minds.v6i2.9503.
O. S. Ting, M. S. M. Ariff, N. Zakuan, Z. Sulaiman, and M. Z. M. Saman, “E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia,” IOP Conf. Ser. Mater. Sci. Eng., vol. 131, no. 1, 2016, doi: 10.1088/1757-899X/131/1/012012.
P. Rita, T. Oliveira, and A. Farisa, “The impact of e-service quality and customer satisfaction on customer behavior in online shopping,” Heliyon, vol. 5, no. 10, p. e02690, 2019, doi: 10.1016/j.heliyon.2019.e02690.
A. Budiman, E. Yulianto, and M. Saifi, “Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online,” Profit, vol. 14, no. 01, pp. 1–11, 2020, doi: 10.21776/ub.profit.2020.014.01.1.
F. Ulum, “Pengaruh E-Service Quality Terhadap E-Customer Satisfaction Website Start-Up Kaosyay,” J. Tekno Kompak, vol. 12, no. 2, p. 68, 2018, doi: 10.33365/jtk.v12i2.156.
I. Bernarto, N. Wilson, and I. N. Suryawan, “Pengaruh Website Design Quality, Service Quality, Trust dan Satisfaction Terhadap Repurchase Intention (Studi Kasus: tokopedia.com),” J. Manaj. Indones., vol. 19, no. 1, p. 80, 2019, doi: 10.25124/jmi.v19i1.1987.
S. Andayani, “Pengaruh Layanan Website Tokopedia Terhadap Kepuasan Konsumen Menggunakan Metode Webqual 4.0,” JuSiTik J. Sist. dan Teknol. Inf. Komun., vol. 2, no. 1, p. 27, 2019, doi: 10.32524/jusitik.v2i1.440.
A. N. Al Ardi and D. Yulisetiarini, “the Effect of Lazada Website Quality To Satisfaction and Consumer Loyalty,” Int. J. Res. Sci. Manag., vol. 5, no. 10, pp. 11–15, 2018, doi: 10.5281/zenodo.1451296.
Y. L. Wu and E. Y. Li, Marketing mix, customer value, and customer loyalty in social commerce: A stimulus-organism-response perspective, vol. 28, no. 1. 2018.
S. Molinillo, R. Anaya-Sánchez, and F. Liébana-Cabanillas, “Analyzing the effect of social support and community factors on customer engagement and its impact on loyalty behaviors toward social commerce websites,” Comput. Human Behav., vol. 108, no. April, pp. 1–12, 2020, doi: 10.1016/j.chb.2019.04.004.
T. Girija, B. Asokumar, and S. Meena, “Influences of website quality and service quality on consumer satisfaction among online food ordering consumer,” Int. J. Recent Technol. Eng., vol. 8, no. 3, pp. 3159–3163, 2019, doi: 10.35940/ijrte.C4894.098319.
W. Chandra and A. Wirapraja, “The Effect of Application Usability , Service Quality , and E- Satisfaction on Purchase Intention of GoFood Customers,” Indones. J. Inf. Syst., vol. 3, no. 1, pp. 38–49, 2020.
R. C. Härting, C. Reichstein, and M. Schad, “Potentials of Digital Business Models - Empirical investigation of data driven impacts in industry,” Procedia Comput. Sci., vol. 126, pp. 1495–1506, 2018, doi: 10.1016/j.procS.2018.08.121.
I. Etikan, “Comparison of Convenience Sampling and Purposive Sampling,” Am. J. Theor. Appl. Stat., vol. 5, no. 1, p. 1, 2016, doi: 10.11648/j.ajtas.20160501.11.
F. Puspita, R. Risqiani, and A. Fikri, “The Influence of Website Quality, Perceived Benefit and Trust to Online Shopping Attitude and Online Purchase Intentions,” Semin. Nas. Cendekiawan ke 4 Tahun 2018, pp. 1029–1035, 2018.
A. Wirapraja and F. Alisugito, “Pengaruh Efektivitas Iklan Terhadap Tingkat Minat Beli Mie Instant ( Studi Kasus Mie Sedaap White Curry ),” J. Eksek., vol. 15, no. 1, pp. 98–113, 2018.
C. C. Chen and Y. C. Chang, “What drives purchase intention on Airbnb? Perspectives of consumer reviews, information quality, and media richness,” Telemat. Informatics, vol. 35, no. 5, pp. 1512–1523, 2018, doi: 10.1016/j.tele.2018.03.019.
E. Sthapit, G. Del Chiappa, D. N. Coudounaris, and P. Bjork, “Determinants of the continuance intention of Airbnb users: consumption values, co-creation, information overload and satisfaction,” Tour. Rev., vol. 75, no. 3, pp. 511–531, 2019, doi: 10.1108/TR-03-2019-0111.
Downloads
Published
How to Cite
Issue
Section
License
Indonesian Journal of Information Systems as journal publisher holds copyright of papers published in this journal. Authors transfer the copyright of their journal by filling Copyright Transfer Form and send it to Indonesian Journal of Information Systems.
Indonesian Journal of Information Systems is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
