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Dadang Sugiana
Fakultas Ilmu Komunikasi Universitas Padjadjaran
Religion Arts Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science 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.
Co-Authors Aang Koswara Agung Budiono Agus Setiaman Alya Rana Megananda Asep Suryana Asep Suryana Asep Suryana Atwar Bajari Benazir Bona Pratamawaty Berliana Wijayanti Bakti Centurion Chandratama Priyatna Centurion Chandratama Priyatna, Centurion Chandratama Deddy Mulyana Dheanita, Virgia Dian Wardiana Sjuchro Edwin Rizal Elfera, Syahedah Soeci Evi Novianti Evi Novianti Fiisabilillah, Arsyi Falaq Haiban Hajjid Arsyadana, Haiban Hajjid Hanny Hafiar Ilham Gemiharto Ira Mirawati Ira Mirawati Iriana Bakti Iskandar, Muhammad Hanif Fatahillah Janiar Puspa Wildyaksanjani Jimi Narotama Mahameruaji Kelana Ashil Siddhawira Kimiyati El Karimah Kismiyati El Karimah Kurnia Wirakusumah, Teddy Kurnia Wirakusumah Meria Octavianti Mohammad Adnan4, Hamedi Bin Muhammad Ilham Nindi Aristi Nurfadila, Frila Nurfauziah, Isni Octaviani, Meria Pasha, Indhira Aprizka Prijana Prijana Priyo Subekti Priyo Subekti Putri Trulline R, Henny Sri Mulyani Rafi Fathurrahman Fathoni Reffina Nuramalia Rosanti, Andrea Kirana Rully Khairul Anwar Samson CMS Shabrina, Azzahra Nur Siddhawira, Kelana Ashil Slamet Mulyana Sri Dewi Setiawati Stefani Anindita Waraningtyas Sunarya, Yuliani Dewi Risanti Teddy Kurnia Wirakusumah Tri, Nguyen Minh Uud Wahyudin Uud Wahyudin W, Teddy Kurnia Wawan Setiawan Wildyaksanjani, Janiar Puspa