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Al-Kamal, Abdullah Muhammad
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Economics, Econometrics & Finance

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THE DETERMINANT ANALYSIS OF SERVICE QUALITY AND GOJEK'S MATCHING ALGORITHM ON THE SATISFACTION OF MUSLIMAH CUSTOMERS IN SURABAYA Al-Kamal, Abdullah Muhammad; Alya Rinaima, Chetrine; Toni Roby Candra Yudha, Ana; Permadi, Andhy
Jurnal Ekonomi dan Bisnis Islam (Journal of Islamic Economics and Business) Vol. 10 No. 1 (2024): JANUARY - JUNE 2024
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jebis.v10i1.47907

Abstract

Introduction: The purpose of this study is to determine the partial influence of service quality and matching algorithm on the satisfaction of female muslim (muslimah) student customers using Gocar services in Surabaya. The research aims to investigate the effect of these two variables. The selection of a ride-hailing service catering to Muslimah-friendly preferences in Surabaya is driven by the increasing demand for such specialized services that are satisfy and safe for Muslimah. Method: Data for this research were collected through questionnaires distributed to 100 muslimah students using Gocar services in Surabaya as the research sample. Surabaya was chosen due to the high demand of this service compared to most other cities in Indonesia. The mixed-method approach involved quantitative analyses such as validity and reliability tests, classic assumption tests, t-tests, F-tests, and the coefficient of determination. Additionally, qualitative data from the interviews were analyzed to provide a comprehensive understanding of customer experiences. Results: The result is both service quality and matching algorithm have a positive impact on customer satisfaction, both individually and simultaneously. However, some criticisms were identified, such as excessive interaction from drivers that made customers uncomfortable and long waiting times for pick-up due to distant driver locations. Conclusion and suggestion: Achieving customer satisfaction is crucial for any company, including Gojek, as the provider of Gocar services. To address customer satisfaction issues, Gojek should provide training on appropriate customer interactions for drivers and improve the matching algorithm to ensure closer driver-customer proximity without relying solely on Gocar instant points.
EVALUATING SERVICE QUALITY, CUSTOMER SATISFACTION, AND PERCEIVED TRUST OF ISLAMIC DIGITAL BANKS: INDONESIA AND MALAYSIA Al-Kamal, Abdullah Muhammad; Andriani Samsuri; Muhamad Abrar bin Bahaman; Imran Arshad; Nizar Hosfaikoni Hadi; Muhammad Widyarta Wijaya
Jurnal Ekonomi dan Bisnis Islam (Journal of Islamic Economics and Business) Vol. 11 No. 2 (2025): JULY - DECEMBER 2025
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jebis.v11i2.80239

Abstract

Islamic digital banks operate entirely online, without physical offices, making the service quality of their apps a key factor in shaping customer satisfaction and trust. However, empirical evidence on how digital service quality affects satisfaction and how satisfaction plays a role in building trust remains limited, especially in Indonesia and Malaysia, where the Islamic digital banking industry is still in its early stages. This study aims to evaluate the influence of five dimensions of service quality, as defined by the SERVQUAL model, on customer satisfaction and to examine the role of satisfaction in building trust in Islamic digital banks. This study uses a quantitative approach, based on a survey of 284 users of Islamic digital banks in Indonesia and Malaysia. The data were analyzed using Structural Equation Modeling with the Partial Least Squares method. Service quality variables include tangibles, reliability, assurance, responsiveness, and empathy, with satisfaction as a mediator and trust as a dependent variable. The results show that only tangibles and assurance significantly affect customer satisfaction in both countries, while empathy and responsiveness show different effects across countries. Furthermore, satisfaction has a positive effect on trust and acts as a partial mediator in the relationship between service quality and trust. It confirms that improving the quality of digital services, particularly the ease of use of applications, assurance of Sharia compliance, and strong relationships and communication with customers, is an essential strategy for building long-term satisfaction and trust. Further research is recommended to include other variables to broaden understanding.
Co-Authors Andhy Permadi, Andhy Andriani Samsuri Imran Arshad Muhamad Abrar bin Bahaman Muhammad Widyarta Wijaya Nizar Hosfaikoni Hadi Toni Roby Candra Yudha, Ana