Research Article
An Analysis of The Level of Information Technology (TI) Service Satisfaction (A Case Study of Gojeck Application)
@INPROCEEDINGS{10.4108/eai.30-7-2019.2287821, author={Lin Yan Syah and Siti Nurhayati Nafsiah}, title={An Analysis of The Level of Information Technology (TI) Service Satisfaction (A Case Study of Gojeck Application)}, proceedings={Proceedings of the 1st Asian Conference on Humanities, Industry, and Technology for Society, ACHITS 2019, 30-31 July 2019, Surabaya, Indonesia}, publisher={EAI}, proceedings_a={ACHITS}, year={2019}, month={9}, keywords={transportation customer service gojek information technology (ti) application}, doi={10.4108/eai.30-7-2019.2287821} }- Lin Yan Syah
Siti Nurhayati Nafsiah
Year: 2019
An Analysis of The Level of Information Technology (TI) Service Satisfaction (A Case Study of Gojeck Application)
ACHITS
EAI
DOI: 10.4108/eai.30-7-2019.2287821
Abstract
As a company which engages in the field of Information Technology (TI) services for ojek online transportation, PT. Gojek Indonesia is influenced by the presence and customer loyalty. The researcher measured the level of customer satisfaction by using 70 respondents. The researcher used Quality Service model which was developed by Parasuraman, Zeithaml, and Berry in 1985. This model consists of five dimensions : Tangible, Reliability, Responsiveness, Assurance, and Empathy. The result of investigation showed that the level of customer satisfaction was low for each presentation of dimension statement. It could be concluded that respondents (customers) stated that Information Technology (TI) application had not worked well yet based on the facts that the customers faced in their life.