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All Journal Jurnal Studi Komunikasi Pena Justisia: Media Komunikasi dan Kajian Hukum Avant Garde Widya Komunika: Jurnal Komunikasi Pendidikan Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences JKTP Bulletin of Community Engagement Jurnal Visi Komunikasi Jurnal Multidisiplin Sahombu Harmoni: Jurnal Ilmu Komunikasi Dan Sosial El-Mujtama: Jurnal Pengabdian Masyarakat Jurnal Intelek Insan Cendikia
Uud Wahyudin
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Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences Other

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Effect of service quality on Go-Food customer satisfaction in Bandung Putri Trulline; Asep Suryana; Dadang Sugiana; Uud Wahyudin
Jurnal Studi Komunikasi Vol. 9 No. 3 (2025)
Publisher : Faculty of Communications Science, Dr. Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jsk.v9i3.10880

Abstract

The rapid advancement of digital technology has made online food delivery services an integral aspect of modern lifestyles, enhancing convenience through technology-based marketing initiatives. GoFood, a feature within the GoJek application, is an online food ordering service with significant influence on user activity and experience. This study aims to examine the effect of service quality on customer satisfaction, specifically for GoFood users in the city of Bandung. The quantitative research design employed incidental sampling to select 110 respondents who met the predetermined criteria. The questionnaire used was intended for students, lecturers, activists, or other occupations who are active as GoFood customers on the GO-JEK application. Data were analysed to evaluate the relationship between service quality variables, including reliability, empathy, and responsiveness, with customer satisfaction using multiple regression analysis techniques. The analysis results show that service quality variables such as reliability and empathy significantly affect consumer satisfaction, and one variable, responsiveness, negatively impacts customer satisfaction. With an adjusted R-square value of 55.1%, the independent variable in the model accounts for 55.1% of the dependent variable, with other factors outside the model accounting for the remaining portion. The finding suggests that overemphasising speed or responsiveness may not necessarily improve GoFood customer satisfaction and, in the context of this study, may even have a negative effect. These results can be interpreted as indicating that consumers may prioritise other service qualities, such as order accuracy or reliability, over response speed.
Stakeholder Participation in Waste Management Communication Dhini Ardianti; Uud Wahyudin; Herlina Agustin; Ute Lies Siti Khadijah
Pena Justisia: Media Komunikasi dan Kajian Hukum Vol. 24 No. 1 (2025): Pena Justisia
Publisher : Faculty of Law, Universitas Pekalongan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31941/pj.v24i1.5957

Abstract

This study explores stakeholder participation in waste management communication in Bandung City, which frequently faces waste emergencies. Despite the government's implementation of various waste management programs, the issue remains unresolved. Effective waste management requires active collaboration among all stakeholders, including government agencies, non-governmental organizations, media, and community leaders. Using a constructivist paradigm with a qualitative case study approach, this research examines the roles of government entities (Bandung City Environment Agency, PD. Kebersihan, and Bapelitbang), non-governmental actors (Forum Bandung Juara Bebas Sampah/BJBS, including environmental activists, academics, and business representatives), as well as media and community leaders. Informants were purposively selected based on their involvement in waste management efforts. Findings reveal that collaboration occurs between the government, legislators, and grassroots environmental activist groups, such as BJBS, which directly engages in waste management initiatives. However, from a pentahelix collaboration perspective, effective communication requires greater involvement of mass media, both conventional and digital. Currently, waste management communication relies mainly on social media accounts with limited reach, such as Humas Bandung, Dinas Lingkungan Hidup Kota Bandung, and Forum BJBS. This limited engagement hinders public awareness and participation. To achieve a sustainable solution, public involvement and awareness must be strengthened, ensuring that waste management is a shared responsibility rather than solely the government's duty.
Co-Authors Agus Setiaman Asep Suryana Awaludin Nugraha Cecep Ucu Rakhman Dadang Sugiana Dedi Rumawan Erlandia Dhini Ardianti Dina Oktavia Eni Maryani Evi Novianti Frila Nurfadila Gladys Tampubolon Herlina Agustin Jaya Hermawan Kismiyati El Karimah Mas Dadang Enjat Munajat Putri Trulline Rahman, Farid Asfari Reiza D. Dienaputra Rina Fitriana Ryan Dwi Destyadi Tarissa Madina Teddy Kurnia Ute Lies Siti Khadijah Yuliani Dewi Risanti Zaki Wahyu Mustajab