The Influence Of Customer Satisfaction And Customer Engagement On Goride Service Recommendations On The Gojek Application In South Jakarta Area

Abstract

The rapid growth of internet users today reflects that the dynamics of the business environment are experiencing significant and competitive development. In increasingly intense competition, consumer preferences and needs tend to change rapidly, making customer loss potentially detrimental to a company's sustainability. Gojek, as one of the popular digital transportation service providers in Indonesia, utilizes a digital application as the main platform for service booking. This study aims to comprehensively analyze the level of customer satisfaction and engagement regarding the use of the Gojek application in fulfilling daily needs. The research approach employed is quantitative. Data collection was conducted through an online questionnaire targeting Gojek users residing in South Jakarta, with a total of 100 respondents. This research adopts the SEM-PLS method using SmartPLS software. The sampling technique used was purposive sampling and non-probability sampling. The results of this study indicate that customer satisfaction has a negative and insignificant effect on service recommendation, while customer engagement has a positive and significant effect on service recommendation.