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Chaniago, Harmon
Politeknik Negeri Bandung
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Journal : Applied Business and Administration Journal

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Aplikasi Go-Food Selama Pandemik Covid-19: Studi Pada Konsumen Kota Bandung Mohammad Rizal Gaffar; Nur Suci Vidina; Harmon Chaniago
Applied Business and Administration Journal Vol. 1 No. 1 (2022): First Edition
Publisher : Ebiz Prima Nusa

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Abstract

The Go-Food application is an application that serves online food and beverage orders made by PT Gojek Indonesia. There are several new policies made by PT Gojek Indonesia to reduce the spread of the COVID-19 pandemic, but there are still some driver partners and merchant partners who have not implemented these policies, such as there are Go-Food drivers who are inconsistent in using masks and gloves. , there is no guarantee for the cleanliness of food or beverage processing from the seller, and the company has not guaranteed the implementation of social distancing for its employees. This study aims to explain whether service quality has an influence on customer satisfaction of Go-Food application users during the COVID-19 pandemic for consumers in Bandung City. This study is a quantitative study with a descriptive method that examines the effect of service quality on customer satisfaction using the Go-Food application during the COVID-19 pandemic on consumers in the City of Bandung. The population used in this study was 912,000 people in the city of Bandung in the young age group (15-34 years) who used the Go-Food application during the COVID-19 pandemic with a total sample of 384 Go-Food consumers during the COVID-19 pandemic. young age group (15-34 years). The sampling technique used is a simple random sampling technique. The data collection technique used in this research is a survey technique through the distribution of online questionnaires via google form. The data of this study were analyzed by simple linear regression method. The results of this study indicate that there is a positive and significant effect on service quality on customer satisfaction using the Go-Food application during the COVID-19 pandemic on consumers in the city of Bandung.
Co-Authors Aas Astri Aisyah Abdul Malik Sayuti Agustin, Yona Ahmad Tsaqif, Rifqy Aini Akbar Anggara, Imam Alinda Devi Sofia Amran Bin Harun Andriani, Helma Putri Anugrah Dwi Anita, Arifa Ardellia, Azahra Sazida Ardini, Rifa Luthfiyah Aufa Nurdzaky Farhan, Delta Ayu Falufi, Delfi Azizah, Audini Nur Azizah, Zahra Nur Dani Finata Pratama Dina Simanjuntak Dini Nur Komalasari, Devita Dzulfikar J, Dzikri Efawati, Yen Endraria, Endraria Fadhlurrohman, Muhammad Thoriq Faras, Muhammad Naufal Rafi Faris Zikrurrahman Fawwaz, Faisa Firdaus, Izza Tibta Fitriawan, Anisa Gaffar, Mohammad Rizal Hasya, Nazwa Nur Helmy Kusuma, Mochamad Hilmi Ramdhan, Raditya Iklima Farhani Indira, Hidya Intan Widia Permatasari Irwan Setiawan IRWAN SETIAWAN Iwan Mulyawan Iwan Mulyawan Lastari, Hidya Indira Lestary, Lyta Linda Maryani Lyta Lestary M, Mukaram Manan, De Habib Habibul Mardiana, Moch Maria Karmelita Maryani, Linda Maya Setiawardani Mestina Hapsyah Hapsyah MH, Novia Mohammad Rizal Gaffar Mohammad Rizal Gaffar Muharam, Hari Mukaram Mukaram Mukaram Mukaram Mukaram Nauri, Luan Nissa Sayyidah Fatwa Novia MH Nur Suci Vidina Nurul Azqiah, Gina Nuryasmin, Rt Nindica Azalea Permatasari, Intan Widia Pratama, Dani Finata Pratama, Dani Finata Putri, Chrisantia Stella Amanda Putri, Ivon Sandya Sari Putri, Zahra Qanitah Ferdyan Rachma, Nayla Rahayu, Vinona Vamalya Rahil Jumiyani Reka Pramesti Dwilingga Kartiwa Rifaturrahman, Rafi Fauzan Rio Sanjaya Rizal Muhammad Naufal Rt Nindica Azalea Nuryasmin Rustandi, Difa Fadzrulloh Safitri, Dwiyanti Budi Salma, Aliya Salsabila Rachmawati, Syifa Salsha Billa, Salfa Saputra, Ramadhan Sarah, Ira Siti Sari, Maya Desvita Sayuti, Abdul Malik Septhara Adhityo Rohman Setiawardani, Maya Silaen, Abraham Lincoln Mangaratua Silaen Silalahi, Friska Simanjuntak, Dina Yosephine Valentine Sri Raharso Sri Suryani Sunandar, Syifa Nurmaitsa Putri Sutisna, Ma’mun Syafani, Rheina Syahla Tintin Suhaeni Tintin Suhaeni Tiorida, Ermina Vidina, Nur Suci Vinona Vamalya Rahayu Vivin Alifianti Rusyana Wafiqoh, Haifa Nurul Aini Wilar Mahinda, Razan YAYAN FIRMANSYAH, YAYAN Yudha Tama, Firgiawan Zhafira Citra Paramita