ANALISIS MODEL BISNIS BERBASIS EKOSISTEM APLIKASI GO-JEK DALAM MENINGKATKAN KEPUASAN DAN LOYALITAS PELANGGAN

Authors

  • Muhammad Adey Romadhoni Universitas Muhammadiyah Sidoarjo
  • M. Ruslianor Maika Universitas Muhammadiyah Sidoarjo

DOI:

https://doi.org/10.33020/saintekom.v11i2.185

Keywords:

Go-Jek, Customer Satisfaction, Loyality

Abstract

This study aims to find out how important the service ecosystem in the Go-Jek application. While the methodology used in this research is qualitative with a phenomenological approach. Data collection process was hindered by the presence of Covid-19 which had plagued Indonesia since March 2020, which affected the data collection techniques that researchers used, and the types of data researchers obtained. Respondents was 40 active students of the Muhammadiyah University of Sidoarjo. The research conducted by the author regarding the users experience, as many as 16 informants said that they had experienced poor service from Gojek driver partners. Meanwhile, 24 informants said they had never experienced poor service, meaning that the majority of the informants received good service from Gojek driver partners. Most of the respondents feel very helpful with every service in the Go-Jek application, so that the level of satisfaction with the services from Go-Jek is very high.

Downloads

Download data is not yet available.

References

Alvara Strategic. (2019). Laporan Perilaku dan Preferensi KonsumenMillennial Indonesia terhadap Aplikasi E-Commerce 2019.
Atlas.ti. (2020). ATLAS.ti Scientific Software Development GmbH.
Daily Social Indonesia. (2017). Report On-Demand Services in Indonesia.
gojek.com. (2019). Layanan Gojek. Retrieved October 22, 2019, from https://www.gojek.com/
Grab.com. (2019). Grab, Decacorn Pertama di Asia Tenggara – Grab your Everyday Super App| Grab. Retrieved October 9, 2019, from https://www.grab.com/id/
Kahija, Y. La. (2017). Penelitian Fenomenologi Jalan Memahami Pengalaman Hidup. (G. Sudibyo, Ed.) (3rd ed.). Daerah Istimewa Yogyakarta: PT Kanisius Yogyakarta.
Sugiyono. (2015). Metode Penelitian Kualitatif, Kuantitatif dan R&D. Bandung: Alfabeta.

Downloads

PlumX Metrics

Published

01-09-2021

How to Cite

Romadhoni, Muhammad Adey, and M. Ruslianor Maika. 2021. “ANALISIS MODEL BISNIS BERBASIS EKOSISTEM APLIKASI GO-JEK DALAM MENINGKATKAN KEPUASAN DAN LOYALITAS PELANGGAN”. Jurnal Saintekom : Sains, Teknologi, Komputer Dan Manajemen 11 (2):74-86. https://doi.org/10.33020/saintekom.v11i2.185.

Issue

Vol. 11 No. 2 (2021): September 2021

Section

Articles

License

Copyright :
By submitting manuscripts to Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen, the author agrees with this policy. No specific document approval is required.

  1. The copyright in each article belongs to the author.
  2. Authors retain all their rights to the published work, not limited to the rights set forth in this page.
  3. Authors acknowledge that Saintekom Journal: Science, Technology, Computers and Management as the first to publish under the Creative Commons Attribution 4.0 International license (CC BY-SA).
  4. The author may submit the paper separately, arrange for non-exclusive distribution of the manuscript that has been published in this journal into other versions (e.g. sent to the author's institutional respository, publication into a book, etc.), by acknowledging that the manuscript has been first published Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen;
  5. The author warrants that the article is original, written by the named author, has not been previously published, contains no unlawful statements, does not infringe the rights of others, is subject to copyright exclusively held by the author.
  6. If the article is jointly prepared by more than one author, each author submitting the manuscript warrants that he or she has been authorized by all co-authors to agree to copyright and license notices (agreements) on their behalf, and agrees to inform co-authors of the terms of this policy. Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen will not be held liable for anything that may arise due to internal author disputes.

Lisensi :
Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen  is published under the terms of the Creative Commons Attribution 4.0 International License (CC BY-SA). This license permits anyone to:.

  1. Share - copy and redistribute this material in any form or format;
  2. Adaptation - modify, alter, and create derivatives of this material for any purpose.
  3. Attribution - you must give appropriate credit, include a link to the license, and state that changes have been made. You may do this in any appropriate manner, but it does not imply that the licensor endorses you or your use.
  4. Similar Sharing - If you modify, alter, or create a derivative of this material, you must distribute your contribution under the same license as the original material.