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HARSONO, GIAN FEBRI
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The Effect of E-Service Quality on Customer Satisfaction (A Study on Go-Jek Users) HARSONO, GIAN FEBRI
Jurnal Ilmiah Mahasiswa FEB Vol. 7 No. 1
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

This study aims to determine the effect of e-service quality on satisfaction of Go-Jek  users  in  Malang.  This  explanatory  research  explains  causal  relationship between variables through hypothesis testing. The e-service quality variables used in this research are appearance, interactivity, informativeness, security, reliability, and responsiveness.From  the  population  of  university  students  in  Malang  who  use  Go-Jek application, 215 people who were at least 17 years of age and had used Go-Jek at least  twice  were  selected  as  the  sample.  The  instruments  of  this  research  were assessed  using  validity  test,  reliability  test,  and  classical  assumption  test.  The hypothesis  testing  was  conducted  using  F  test  and  t  test,  and  the  data  were analyzed using multiple linear regression analysis.The result of this study  shows that e-service quality variables consisting of appearance, interactivity, informativeness, security, reliability, and responsiveness influences the satisfaction of Go-Jek users in Malang.Keywords: E-Service, Customer Satisfaction 
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