ANALISIS PENGARUH CUSTOMER EXPERIENCE DAN E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION PADA PENGGUNA TRANSPORTASI ONLINE DI JAKARTA

Penelitian ini bertujuan untuk menguji pengaruh customer experience dan e-service quality terhadap customer satisfaction pengguna transportasi online di Jakarta. Data dihimpun dengan menerapkan metode purposive sampling menggunakan skala Likert. Sampel yang dikumpulkan berjumlah 200 responden dengan kriteria mahasiswa fakultas ekonomi UNJ yang pernah menggunakan Gojek di Jakarta minimal sebanyak dua kali. Data dikumpulkan melalui kuesioner dengan skala Liker 1-5. Pengolahan data dilakukan dengan software SPSS versi 25 untuk menguji validitas dan reliabilitas. Analisis data dan uji hipotesis ini menggunakan software Amos versi 21. Berdasakan data yang telah dihimpun dan di analisis, terdapat pengaruh antara customer experience terhadap customer satisfaction, e-service quality terhadap customer satisfaction, serta customer experience dan e-service quality terhadap customer satisfaction. ***** This study aims to examine the effect of customer experience and e-service quality on customer satisfaction of online transportation users in Jakarta. Data were collected by applying purposive sampling method using a Likert scale. The samples collected were 200 respondents with the criteria of UNJ economics faculty students who had used Gojek in Jakarta at least twice. Researcher collected the data with a questionnaire Liker scale of 1-5. The data was processed using SPSS version 25 software to test the validity and reliability. Data analysis testing using Amos software version 21. Based on the data that has been collected and analyzed, there is a influence between customer experience on customer satisfaction, e-service quality on customer satisfaction, as well as customer experience and e-service quality. to customer satisfaction