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All Journal Phi : Jurnal Pendidikan Fisika dan Terapan Jurnal Pendidikan Fisika Lantanida Journal JOIV : International Journal on Informatics Visualization Sinkron : Jurnal dan Penelitian Teknik Informatika JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal YUME : Journal of Management Jurnal Pendidikan Fisika dan Teknologi JISIP: Jurnal Ilmu Sosial dan Pendidikan Jurnal Dedikasi Pendidikan Kappa Journal Gravitasi: Jurnal Pendidikan Fisika dan Sains Jurnal Vokasi INTEGRITAS : Jurnal Pengabdian Jurnal Peduli Masyarakat Optika : Jurnal Pendidikan Fisika Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan (J-P3K) Journal of Computer Science, Information Technology and Telecommunication Engineering (JCoSITTE) Jurnal Sosial dan Teknologi Relativitas : Jurnal Riset Inovasi Pembelajaran Fisika JURNAL PENDIDIKAN DAN ILMU FISIKA Sistem Pendukung Keputusan dengan Aplikasi Electronic Journal of Education, Social Economics and Technology Jurnal Pendidikan Sultan Agung Jaliye: Jurnal Abdimas, Loyalitas, dan Edukasi El-Mujtama: Jurnal Pengabdian Masyarakat The Indonesian Journal of Computer Science Indonesian Journal of Education and Social Humanities Jurnal Pendidikan IPA Indonesia Indonesian Journal of Technical and Vocational Education Training
Nanda Novita, Nanda
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Journal : YUME : Journal of Management

 1 
Strategi Mencegah Perpindahan Pelanggan Gojek: Peran Price Attribution, E-Service Quality, dan Switching Barrier Novita, Nanda; Listiana, Erna; Ana Fitriana, Giriati Giriati, Barkah Barkah,
YUME : Journal of Management Vol 9, No 1
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yume.v9i1.11285

Abstract

Perkembangan pesat layanan digital memperketat persaingan transportasi online (ride-hailing) di Indonesia sehingga retensi pelanggan menjadi isu strategis. Penelitian ini bertujuan menganalisis pengaruh E-Service Quality, Price Attribution, dan Switching Barrier terhadap Customer Satisfaction dan Customer Retention, serta menguji Customer Satisfaction sebagai mediator. Pendekatan kuantitatif digunakan melalui survei terhadap 210 pengguna Gojek; data dianalisis dengan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil menunjukkan model menjelaskan 76,9% variasi Customer Satisfaction (R²=0,769), yang dipengaruhi signifikan oleh E-Service Quality (β=0,486; p<0,001), Price Attribution (β=0,367; p<0,001), dan Switching Barrier (β=0,431; p<0,001). Customer Retention dijelaskan 72,8% (R²=0,728) dan dipengaruhi signifikan oleh E-Service Quality (β=0,096; p<0,05), Switching Barrier (β=0,268; p<0,001), serta Customer Satisfaction (β=0,340; p<0,01). Uji mediasi menegaskan Customer Satisfaction memediasi pengaruh E-Service Quality (β=0,165; p<0,01) dan Price Attribution (β=0,146; p<0,01) terhadap Customer Retention, namun tidak memediasi pengaruh Switching Barrier (p>0,05). Temuan menekankan bahwa retensi terutama dibentuk oleh kualitas layanan digital dan persepsi keadilan harga, sementara switching barrier berperan defensif sebagai pendukung.
Co-Authors Absa, Munzir Adelin Australiati Saragih Al Kafi, Muhammad Harsya Amanda, Zhakia Putri Amir Saleh Ana Fitriana, Giriati Giriati, Barkah Barkah, Andaresta, Ocha Arie Kartika, Arie Arlin Maya Sari Aruan, Yessy Evita Leony Asmaya, Asmaya Asrita, Mutia Augustine, Ainaya Risna Auliana, Auliana Buulolo, Donisman Damanik, Annisa Khaliza Darisma, Dian Deassy Siska Eliska, Eliska Elistiana, Veny Erna Listiana Fadhillah Azmi, Fadhillah Fadieny, Nurul Fajrul Wahdi Ginting Fajrul Wahdi Ginting, Fajrul Wahdi Fakhrah Fakhrah, Fakhrah Faradhillah, Faradhillah Fatwa, Islami Fibarzi, Wiza Ulfa Ginting, Dameria Br Ginting, Kalvin Hadiya, Izkar Halimatus Sakdiah Halimatus Sakdiah, Halimatus Hasudungan, Andre Herizal Herizal Humairah, Saidatul Idris, Syafrizal Imanda, Riska Jayawarsa, A.A. Ketut Junaida, Rini Hasna Kale, Oki Lubis, Raflidan Lumbantobing, Martin Makfirah , Husnul Marhami, Marhami Masyitrah, Masyitrah Mellyzar, Mellyzar Muhammad Khahfi Zuhanda Muliani Muliani , Muliani Muliani Muliani, Muliani Mulyanis, Mulyanis Nafikah, Nara Nasution, Aulia Muflih Nazira, Nazla Khaira Ningsih, Welly Putri Noval, Nabila Nufus, Hikmah Nur'azizah, Nur'azizah Nurul Fajri Saminan, Nurul Fajri Nurul Khairina Oviska, Astrid Pratiwi, Ildawati Febri Putri Diana Rafi’i, Muhammad Rahmadhani, Yeni Rahmati, Ulvi Rahmatillah, Syahri Rambe, Yunita Syafitri Ratna Unaida, Ratna Ratno, Suyit Retnowulan, Sri Rahayu Riza Andriani Rizki Muliono Rosari, Carviena Alia Rudi Salam Safriana Safriana Saifuddin Saifuddin Salman Alfarisi Saputra, Rahmat Sarah, Maita Satria , Habib Sinta, Mulia Suendri Suendri, Suendri syafrizal Syafrizal Syafrizal Syarifah Rita Zahara Tulus Setiawan Ulfa, Rozatul Wahdi Ginting, Fajrul Wendy Widiantho, Yuri Widya Widya, Widya Yuan Anisa