Analisis pengaruh performance expectancy, effort expectancy, social influence, facilitating conditions, price value, hedonic motivation, online review, dan online tracking terhadap customer loyalty melalui satisfaction pada pengguna aplikasi gojek di Surabaya = Analysis of the influence of performance expectancy, effort expectancy, social influence, facilitating conditions, price value, hedonic motivation, online review, and online tracking on customer loyalty through gojek application in Surabaya

Susanto, Imelda (2020) Analisis pengaruh performance expectancy, effort expectancy, social influence, facilitating conditions, price value, hedonic motivation, online review, dan online tracking terhadap customer loyalty melalui satisfaction pada pengguna aplikasi gojek di Surabaya = Analysis of the influence of performance expectancy, effort expectancy, social influence, facilitating conditions, price value, hedonic motivation, online review, and online tracking on customer loyalty through gojek application in Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Transportasi online dari tahun ke tahun mendapat dukungan dari pemerintah untuk diadakan, terutama di Indonesia. Indonesia membuat transportasi berbasis bisnis online, yaitu Gojek pada 13 Oktober 2010 dan diluncurkan pada tahun 2015. Gojek dirancang untuk mempermudah dalam memenuhi kebutuhan konsumen. Banyak sekali peminat yang menggunakan aplikasi Gojek untuk membantu segala aktivitas sehari-hari. Total yang menggunakan aplikasi Gojek sebanyak 155 juta pengguna, dengan 2 juta pekerja, dan 60.000 penyedia layanan di Asia Tenggara per semester pada tahun 2019.Pada penelitian ini memiliki tujuan untuk menganalisis bagaimana pengaruh Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Price Value, Hedonic Motivation, Online Review, dan Online Tracking terhadap Customer Loyalty melalui Satisfaction. Dan penelitian ini mengharapkan dapat memberikan manfaat dalam menambah pengetahuan dalam bidang manajemen. Penelitian kausal dan metode kuantitatif akan digunakan dalam penelitian ini dengan melakukan pengolahan data pada aplikasi AMOS versu 22.0. Data akan dikumpulkan dengan melakukan pengedaran kuesioner terhadap 165 responden dengan karakteristik pria dan wanita berusia 18 - 60 tahun, bertempat tinggal di Surabaya. Pada penelitian ini hasil menunjukkan bahwa variabel Performance Expectancy berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.229; variabel Effort Expectancy berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.177; variabel Social Influence berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.281; variabel Facilitating Conditions berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.355; variabel Price Value berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.217; variabel Hedonic Motivation berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.215; variabel Online Review berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.245; variabel Online Tracking berpengaruh signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.243; variabel Satisfaction berpengaruh signifikan terhadap Customer Loyalty dengan koefisien regresi sebesar 0.395 / Online transportation from year to year receives support from the government to be held, especially in Indonesia. Indonesia created an online business-based transportation, namely Gojek on October 13, 2010 and was launched in 2015. Lots of enthusiasts are using the Gojek application to help with all their daily activities. The total number of users who use the Gojek application is 155 million, with 2 million workers, and 60,000 service providers in Southeast Asia per semester in 2019.This study aims to analyze how the influence of Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Price Value, Hedonic Motivation, Online Review, and Online Tracking on Customer Loyalty through Satisfaction. And this research hopes to provide benefits in increasing knowledge in the field of management. Causal research and quantitative methods will be used in this study by processing data in the AMOS version 22.0 application. Data will be collected by distributing questionnaires to 200 respondents with the characteristics of men and women aged 18-60 years, residing in Surabaya. In this study, the results indicate that the Performance Expectancy variable has a significant effect on satisfaction with a regression coefficient of 0.229; the Effort Expectancy variable has a significant effect on satisfaction with a regression coefficient of 0.177; Social Influence variable has a significant effect on Satisfaction with a regression coefficient of 0.281; The Facilitating Conditions variable has a significant effect on satisfaction with a regression coefficient of 0.355; Price Value variable has a significant effect on Satisfaction with a regression coefficient of 0.217; the Hedonic Motivation variable has a significant effect on Satisfaction with a regression coefficient of 0.215; Online Review variable has a significant effect on satisfaction with a regression coefficient of 0.245; Online Tracking variable has a significant effect on satisfaction with a regression coefficient of 0.243; Satisfaction variable has a significant effect on Customer Loyalty with a regression coefficient of 0.395.

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