PERILAKU MASYARAKAT DALAM MENGGUNAKAN JASA OJEK ONLINE DI INDONESIA [SOCIETY BEHAVIOR IN USING ONLINE OJEK SERVICES IN INDONESIA]

• Main Authors: Bernadine Lorena Yanwar, Effed Darta Hadi, Sularsih Anggarawati
• Format: Article
• Language: English
• Published: Universitas Pelita Harapan 2021-05-01
• Series: DeReMa (Development Research of Management): Jurnal Manajemen
• Subjects: service quality; risk perception; satisfaction; customer loyalty
• Online Access: https://ojs.uph.edu/index.php/DJM/article/view/2747
• ISSN: 1907-0853; 2476-955X

There have been studies on the effects of some elements on customer satisfaction and loyalty; however, there is a scarcity of studies that investigate the combined effects of the former variables on the latter variables. Therefore, this study aimed to investigate the effect of service quality, trust, and risk perception on satisfaction; the effect of service quality, trust in risk perception, and satisfaction on customer loyalty; and the effect of satisfaction in  mediating the effect of service quality, trust, and risk perception on satisfaction. The design was a descriptive research. The respondents consisted of 382 Grab users, selected through purposive sampling. The instrument was a questionnaire, distributed online. In data analysis, LISREL 8.7 program was used. The results were as follows. Service quality did not affect satisfaction; both service quality and trust did not affect loyalty; satisfaction did not mediate the effect of service quality on loyalty. However, trust, and risk perception affected satisfaction; risk perception and satisfaction affected loyalty; satisfaction mediated the effects of both perceived risk and trust on loyalty. The implication is that the Grab management needs to guide its aspiring drivers to give their best services to the customers. Abstrak dalam Bahasa Indonesia Ada berbagai penelitian tentang pengaruh beberapa elemen pada kepuasan dan loyalitas pelanggan; namun, masih ada kelangkaan penelitian atas efek gabungan dari variabel-variabel sebelumnya pada variabel terakhir. Jadi, penelitian ini bertujuan mengetahui pengaruh kualitas layanan, kepercayaan, dan persepsi risiko terhadap kepuasan; pengaruh kualitas layanan, kepercayaan pada persepsi risiko, dan kepuasan terhadap loyalitas pelanggan; serta pengaruh kepuasan dalam memediasi pengaruh kualitas layanan, kepercayaan, dan persepsi risiko terhadap kepuasan. Desain penelitian adalah penelitian deskriptif. Responden terdiri dari 382 pengguna Grab, yang dipilih melalui purposive sampling. Instrumen berupa kuesioner yang dibagikan secara online. Dalam analisis data, digunakan program LISREL 8.7. Hasil penelitian sebagai berikut. Kualitas layanan tidak mempengaruhi kepuasan; kualitas layanan dan kepercayaan tidak mempengaruhi loyalitas; kepuasan tidak memediasi pengaruh kualitas layanan terhadap loyalitas. Namun, kepercayaan, dan persepsi risiko mempengaruhi kepuasan; persepsi risiko dan kepuasan mempengaruhi loyalitas; kepuasan memediasi efek dari persepsi risiko dan kepercayaan pada loyalitas. Implikasinya, manajemen Grab perlu membimbing para calon pengemudi untuk memberikan layanan terbaik kepada para pelanggan.