Research Article
Service Quality as a Determinant of Customer Retention: Unveiling the Mediating Effect of Satisfaction among Gojek App Users
@INPROCEEDINGS{10.4108/eai.1-11-2023.2355285, author={Inggang Perwangsa Nuralam and Joshua Putra Hersanto}, title={Service Quality as a Determinant of Customer Retention: Unveiling the Mediating Effect of Satisfaction among Gojek App Users}, proceedings={Proceedings of the 6th Annual International Conference on Business and Public Administration, AICOBPA 2023, 1 November 2023, Malang, Indonesia}, publisher={EAI}, proceedings_a={AICOBPA}, year={2025}, month={12}, keywords={service quality customer retention satisfaction customer behavior}, doi={10.4108/eai.1-11-2023.2355285} }- Inggang Perwangsa Nuralam
Joshua Putra Hersanto
Year: 2025
Service Quality as a Determinant of Customer Retention: Unveiling the Mediating Effect of Satisfaction among Gojek App Users
AICOBPA
EAI
DOI: 10.4108/eai.1-11-2023.2355285
Abstract
This research aims to validate the roles of tangibility, empathy, reliability, responsiveness, and assurance in shaping customer retention rates, using customer satisfaction as a mediating factor among Gojek users in Indonesia. Adopting an explanatory framework with a quantitative lens. Data was collected from 187 respondents through questionnaires, selectively chosen through purposive sampling, and disseminated via social media platforms. This primary data was then analyzed using the SmartPLS version 3.3.3 software. The findings underscore the influence of Service Quality on Customer Satisfaction and Retention, with Customer Satisfaction significantly bridging the relationship between Service Quality and Customer Retention. In light of these findings, the study offers insights for Gojek and similar platforms to refine their service offerings and strategies, focusing on elevating the most influential service quality dimensions to optimize customer satisfaction and ensure long-term retention.
