Analisis Pengaruh E-Service Quality dan Trust Terhadap Kepuasan Pelanggan (Studi Kasus: Grab Bike)

Abstract

Digital technology has become a from of marketing strategy carried out by companies, especially in the era of the transportation industry, one of which is the leading company, namely Grab. Grab has competitors, namely gojek and maxim, but gojek is superior to grab and maxim in that gojek’s form of service is better than both online transportation. The purpose of this research is to test e-service quality, trust and customer satisfaction. In research the number use was 100 using the Cochran formula method, which produced 96,04% samples but rounded up to 100 samples. The data analysis used in this research is using the quetionnaire method and analyzing the instrument test, classical test, multiple linear regression tes and hypothesis test using SPPS version 25 software. The results of this research are, e-service quality has a significant effect on customer satisfaction, trust has a significant effect on customer satisfaction and trust simultaneously have an effect an effect on customer satisfaction.