Building Trust and Quality of Customer Service Through Customer Satisfaction (Study of Gojekâ€™s Customers in Malang City)

Raga Etsenna Wattimena; Liem Gai Sin

doi:10.32535/jcda.v3i3.892

Building Trust and Quality of Customer Service Through Customer Satisfaction (Study of Gojekâ€™s Customers in Malang City)

Raga Etsenna Wattimena, Liem Gai Sin

Abstract

Transportation services are a substantial in people's lives due to its widespread in the community to facilitate their daily activities as working, traveling and others. A leading online ride-hailing company, Gojek, was founded by a Indonesian man, Nadiem Makarim in March 2014. It aims to reduce unemployment in Indonesia and provide solutions to congestion in the capital. Online application-based transportation services have been chosen by the public due to its easiness, more transparent cost calculation, and more satisfying service. Customers do not need to leave the house to order the service since they are highly possible to order it online with their smartphone devices.

Full Text:

PDF

References

Aurier, P., & de Lanauze, G. S. (2011). Impacts of in-store manufacturer brand expression on perceived value, relationship quality and attitudinal loyalty. International Journal of Retail & Distribution Management, 39(11):810-835. DOI: 10.1108/09590551111177945

Chou, S. (2012). Relationship marketing. Jakarta: Gramedia Pustaka Utama.

Cooper, D. R. & Schindler, P.S. (2014). Business research methods. New York: McGraw-Hill.

Ghane, S., Fathian, M., & Gholamian, M. R. (2011). Full relationship among e-satisfaction, e-trust, e-service quality, and e-loyalty: The case of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1).

Kotler, P. (2012). Marketing management: Analysis, planning, implementation and control. New Jersey: Prentice Hall Int, Inc.

Suryabrata. (2010). To detect how much variation in the factors associated with variations in one or more other facts about the comparison of translations. 82

Tjiptono, F. (2015). Strategi Pemasaran (4 ed.). Yogyakarta: Penerbit Andi.

Wyckoff, D.D. (1984). New tools for achieving service quality. The Cornell Hotel and Restaurant Administration Quarterly, 25(3), 78-91.

DOI: https://doi.org/10.32535/jcda.v3i3.892