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ANALYSIS OF TRUST LEVEL, CUSTOMER VALUE AND SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION ONLINE TRANSPORTATION (GO-JEK) IN THE NEW NORMAL PANDEMIC COVID 19
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Since Covid-19 pandemic, the online transport service is forced to conduct a new SOP that emphasizes the health protocol. The research is aimed to determine the influence of trust, quality of service, and customer value to customer satisfaction with a total of 150 respondents based on the gender and age. The study uses quantitative methods using validity tests, reliability, multiple linear regression, F-Test, t- test, and coefficient of determination. Multiple linear regression equations of the research is Y = -0.066 + 0, 094x1 + 0, 036x2 + 0, 508x3 + e based on the result constants value is =-0.066. It means that if there is no change in customer quality variable trust and customer value (value x1, x2 and x3 is 0) then customer satisfaction in application users and services Gojek = -0.066 units. The result of the F-test for the value Fcount is 48.136 with the value of Ftable is 3.09 so that the value Fcount > Ftable or 48.136 > 3.09, and a significant rate of 0.000b < 0.05. It can be concluded that the variable quality of service (X1), trust (X2) and customer value (X3) simultaneously affect the customer satisfaction in the online transport users (Gojek). The value of coefficient of determination is at Adjusted R Square value of 0.487 which means the independent variable influences (X) of the dependent one (Y) of 48.7%.
Johanes Kurniawan Liauw - Personal Name
Yoga Adiguna pratomo - Personal Name
Rafli Nufairi Wijaya - Personal Name
Tenaka Budiman - Personal Name
Yoga Adiguna pratomo - Personal Name
Rafli Nufairi Wijaya - Personal Name
Tenaka Budiman - Personal Name
digital
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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