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All Journal Journal of Trends Economics and Accounting Research Al-Zayn: Jurnal Ilmu Sosial & Hukum
Rapilau
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Religion Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media

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Analisis Kualitas Layanan dan Peran Inovasi Layanan Transportasi Gojek Menggunakan Metode SERVQUAL Rapilau; Yusran, Husna Leila; Bilkis, Aliyah; Hamid; Dianti, Nurkis
Journal of Trends Economics and Accounting Research Vol 6 No 2 (2025): December 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/jtear.v6i2.2416

Abstract

Penelitian ini bertujuan untuk menganalisis tingkat Kualitas Layanan dan mengidentifikasi peran Inovasi Layanan Gojek dalam memengaruhi Kepuasan Pelanggan menggunakan Metode SERVQUAL terintegrasi dengan Regresi Linear Berganda. Penelitian kuantitatif survei ini melibatkan 101 responden pengguna aktif layanan Gojek yang berdomisili di wilayah Jabodetabek. Analisis deskriptif SERVQUAL menunjukkan adanya kesenjangan kualitas yang negatif (Gap Score = Persepsi - Harapan}) pada seluruh dimensi layanan, mengindikasikan bahwa kinerja aktual Gojek masih belum memenuhi harapan ideal pelanggan. Kesenjangan terburuk ditemukan pada dimensi Reliability (-0.65), yang menuntut perbaikan mendesak dalam hal pemenuhan janji dan akurasi layanan. Hasil pengujian hipotesis (Uji t) menunjukkan bahwa baik Kualitas Layanan maupun Inovasi Layanan secara parsial berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan (Sig. = 0.000). Secara simultan (Uji F), kedua variabel menjelaskan 71.8% variasi Kepuasan Pelanggan. Kesimpulan menunjukkan bahwa Inovasi Layanan terbukti menjadi alat strategis yang efektif dalam memitigasi kelemahan kualitas dan menjadi kunci untuk mempertahankan keunggulan kompetitif. Gojek disarankan untuk memprioritaskan inovasi pada aspek Reliability untuk menutup kesenjangan kualitas terbesar. Penelitian ini menghadirkan kebaruan dengan mengintegrasikan analisis kesenjangan SERVQUAL untuk membuktikan secara empiris bahwa inovasi layanan berperan sebagai mekanisme kunci dalam memitigasi gap kualitas layanan khususnya pada dimensi reliability serta secara signifikan meningkatkan kepuasan pelanggan Gojek.
The Influence of Delivery Service Quality on Customer Satisfaction: (A Case Study of Shopee Express) Bilkis, Aliyah; Yusran, Husna Leila; Rapilau; Hamid
Al-Zayn: Jurnal Ilmu Sosial, Hukum & Politik Vol 4 No 1 (2026): 2026
Publisher : Yayasan pendidikan dzurriyatul Quran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61104/alz.v4i1.3122

Abstract

The study focuses on the impact of quality of delivery services on customer satisfaction of users of the Shopee Express due to the increased consumer expectations within the e-commerce logistics industry. The research is expected to find out the dimensions of service quality in relation to level of customer satisfaction and also establish the level to which operational and interpersonal factors affect the perception of the user. It utilized a quantitative approach by using a structured online survey that was sent to the users of Shopee Express, and 92 valid answers were processed using descriptive, validity, reliability, correlation and regression tools. The results indicate that the ratings of service expectation fulfilment were the highest when respondents rated and evaluated the accuracy of delivery and package safety as respondent ratings, whereas interpersonal engagement by couriers was the lowest rated and a service failure aspect. Statistical tests found that the quality of the service plays a major role in customer satisfaction where the correlation is positive and an explanatory power of 72.3 percent. Regression analysis shows that with the improvement in the quality of services, satisfaction increases can be measured. The research comes up with a conclusion that there is need to improve the relational and emotional communication in the delivery interactions in order to build customer trust and loyalty.
Co-Authors Bilkis, Aliyah Dianti, Nurkis HAMID Yusran, Husna Leila