E-Service Quality in the Gojek Application for Customer Satisfaction

Amanda Putri Prasetya; Laura Theodora Loviga; Mohamad Zein Saleh

doi:10.58355/organize.v3i2.73

Authors

Amanda Putri Prasetya Program Studi Manajemen Universitas Pembangunan Jaya
Laura Theodora Loviga Program Studi Manajemen Universitas Pembangunan Jaya
Mohamad Zein Saleh Program Studi Manajemen Universitas Pembangunan Jaya

DOI:

https://doi.org/10.58355/organize.v3i2.73

Keywords:

Service Quality, E-Service Quality, Customer Satisfaction, Customer Relationship, Service Management

Abstract

Technological developments that impact digital transformation in various sectors of the Company. E-Service provision has become an important aspect that affects customer satisfaction in various industries in today's digital era. This study aims to determine how E-Service Quality in the gojek application for customer satisfaction with the results stating that E-Service Quality in the gojek application has various aspects that can increase customer satisfaction such as (tangible, reliability, responsiveness, assurance, and empathy) so that increasing these aspects will cause a sense of satisfaction, pleasure or happiness for consumers. By understanding and optimizing E-Service Quality in gojek applications can increase customer satisfaction and maintain a competitive advantage in today's digital era.

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