Citation:

Sintia Siska Sari, Ahmad Maulana, Muchsin Saggaff Shihab, Zakaria Wahab. "The Influence of Service Quality and Price Perception on Customer Satisfaction in Using Go-Food Services in Palembang" International Research Journal of Economics and Management Studies, Vol. 3, No. 8, pp. 82-89, 2024.

Abstract:

This research was conducted to determine the influence of service quality and price perception on customer satisfaction when using Go-Food services in Palembang. The population in this study is Generation Z and millennials aged 17 - 40 years, domiciled in Palembang City and have used Go-Food services at least 5 times in the last 3 months. Based on sample calculations, the sample used in this research was 240 respondents. The results of multiple linear regression analysis show that service quality and price perception have a positive and significant effect on customer satisfaction. Go-Food Quality is expected to be able to carry out a comprehensive evaluation of its delivery process, such as improvements in more accurate delivery time estimates, improvements in logistics and delivery management services, and better communication with consumers regarding order status. In terms of prices, it is hoped that Go-Food can launch the prices it has set, such as being more active in offering promotions, discounts or vouchers to users.

References:

[1] Parasuraman, A.,.Valerie A. Zeithaml, and Leonard L. Berry. (1998)" SERVQUAL: A Multiple Item Scale for Measuring Consumer Perception of Service Quality." Journal of Marketing, vol 64, 12-40.
[2] Kotler, P. & Armstrong, G. (2019), Prinsip-Prinsip Pemasaran Jilid I Edisi 12 Penerbit Erlangga
[3] Pillai, S. G., Kim, W. G., Haldorai, K., & Kim, H. S. (2022). Online food delivery services and consumers' purchase intention: Integration of theory of planned behavior, theory of perceived risk, and the elaboration likelihood model. InternationalJournal of Hospitality Management, 105, 103275
[4] Sianipar, D. M., Budiman, N. K., Qorihatunnasik, A., & Maesaroh, S. S. (2023). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Keputusan Pembelian Konsumen Pada Fitur Go-Food. JAMBURA: Jurnal Ilmiah Manajemen dan Bisnis, 6(2), 859-866
[5] Parasuraman,A,.Valerie A. Zeithaml, and Leonard L. Berry (1998)." SERVQUAL: A Multiple Item Scale for Measuring Consumer Perception of Service Quality." Journal of Marketing, vol 64, 12-40.
[6] Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal Of Marketing, 56(1), 6–21.
[7] Kotler, P. & Armstrong, G. (2019), Prinsip-Prinsip Pemasaran Jilid I Edisi 12 Penerbit Erlangga
[8] Vikaliana, Resista et al. “Pengaruh Kualitas Pelayanan Food Delivery pada Gojek terhadap Kepua-san Pelanggan Studi pada Mahasiswa Institut Stiami.” Jurnal Ekonomi Dan Statistik Indonesia (2022)
[9] Az'zahra, Namira, et al. "The Effect Of Service Quality, Brand Image, And Promotion On Customer Satisfaction Of The Go-Food Delivery Application In The Covid-19 Pandemic Era In Jakarta." Advances in Transportation and Logistics Research 4 (2021): 520-533.
[10] Solikha, S., & Suprapta, I. (2020). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Pt. Go-Jek). Jurnal Ekobis: Ekonomi Bisnis & Manajemen, 10(1), 67-81
[11] Haqi, M. S. (2020). Pengaruh Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Layanan Grab Food Di Jombang. Margin Eco, 4(1), 42-57
[12] Danang. D. K., & Lestari, W. D. (2023). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Fitur Go-Food PT Gojek Indonesia. Manajemen dan Bisnis, 5(2), 92-102
[13] Aeny, N., Eksan, M., & Tanjung, A. (2019). The effect of service price and quality on customer satisfaction online transportation services. Journal of Research in Business, Economics, and Education, 1(1).
[14] Adi, M. F. T., Sutopo, S., & Noviandari, I. (2021). Pengaruh Promosi, Harga, dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Layanan Gofood Gojek Dikawasan Rungkut Surabaya (Studi Kasus Konsumen Gofood Gojek Dikawasan Rungkut Surabaya). UBHARA Management Journal, 1(2), 293-300
[15] Kevin, M., & Nofrizal, n. (2023). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada pt. Go-jek indonesia, cabang pekanbaru. Jurnal daya saing.
[16] Anisa, S.T., et.al. (2021). Pengaruh kualitas pelayanan dan persepsi harga terhadap kepuasan pelanggan go-jek millenial salatiga. Juremi: jurnal riset ekonomi.
[17] Arifin, R., & Rachmadi, K. R. (2021). Analysis E-Service Quality, Harga dan E-Promotion Terhadap E-Customer Satisfaction. Inkubis: Jurnal Ekonomi dan Bisnis, 3(2), 133-151.
[18] Wahid, A., & Afifah, V. (2024). Pengaruh harga dan e-service quality terhadap kepuasan pengguna ojek online gojek di wilayah dki jakarta. Innobiz: Jurnal Ilmu Manajemen, Bisnis dan Keuangan, 1(1), 34-41.
[19] Febianti, y. N., & welly, w. (2023). Pengaruh kualitas pelayanan terhadap tingkat kepuasan konsumen pengguna layanan jasa antar makanan (gofood) di kota cirebon. Jurnal Pendidikan Ekonomi (JURKAMI), 8(3), 606-616.
[20] Rizqi, M., & Syafarudin, A. (2021). The effect of service quality on Gojek Online Customer Satisfaction. Ilomata International Journal of Tax and Accounting, 2(2), 134-145.
[21] Rachmat, S. A. (2023). Pengaruh Promosi Penjualan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Shopeefood Di Kota Tangerang. Innovative: Journal Of Social Science Research, 3(3), 6467-6477.
[22] Vistara, Y., & Resi, P. T. (2019). Pengaruh Kualitas Layanan (Service Quality) Terhadap Kepuasan Pelanggan (Customer Satisfaction) (Survey Pelanggan Jasa Transportasi Grab Car di Kampus UBD Tangerang). Primanomics: Jurnal Ekonomi & Bisnis, 17(3), 14-25
[23] Sasongko, G. D. (2022). The Influence of Service Quality, Platform Ease and Price on Shopeefood Customer Satisfaction in Tangerang City. Formosa Journal of Sustainable Research, 2(3), 681-698.
[24] Mujahid, Mujahid, et al. "The Influence of Service Quality and Price Perspective on Customer Satisfaction Users of Transport Services Online Taxi Car in Makassar City." International Journal of Health, Economics, and Social Sciences (IJHESS) 4.3 (2022): 187-196
[25] Damayanti, B. D., & Kusyana, D. N. B. (2023). Pengaruh E-Service Quality, Harga, dan Promosi terhadap Kepuasan Pelanggan Transportasi Online. WidyaAmrita: Jurnal Manajemen, Kewirausahaan dan Pariwisata, 3(11), 2247-2260.
[26] Trisandy, C., & Utama, D. P. (2023). The influence of service quality and price on customer satisfaction on gojek users at Batam State Polytechnic. In Proceedings of the 4th International Conference on Applied Economics and Social Science, ICAESS 2022, 5 October 2022, Batam, Riau Islands, Indonesia: ICAESS 2022 (p. 195). European Alliance for Innovation.
[27] Wirananta, Z., Syamsir, S., Rezika, M., Nurfaiza, N., Rinaldi, I., & Zet, I. I. (2022, November). Pengaruh Kualitas Pelayanan dan Harga PT GOJEK Terhadap Kepuasaan Konsumen GO-FOOD Di Padang. In Prosiding Seminar Nasional Pendidikan, Bahasa, Sastra, Seni, Dan Budaya (Vol. 1, No. 2, pp. 179-190)
[28] Ariyani, R., & Albari, a. (2022). Pengaruh kualitas pelayanan dan promosi terhadap; kepuasan pelanggan, perceived value, dan loyalitas pelanggan pengguna shopee food di kota yogyakarta. Jurnal indonesia sosial sains
[29] Ariyandi, R., Dahmiri, D., & Sari, N. (2020). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan jasa transportasi Gojek di Kota Jambi. Jurnal Dinamika Manajemen.
[30] Mahendri, W., & Munir, A.F. (2021). Pengaruh Kualitas Pelayanan, Harga, Dan Citra Merek Terhadap Kepuasan Pelanggan (Studi Pada Jasa Transportasi Gojek Online Di Sidoarjo). MARGIN ECO.
[31] Solikha, S., & Suprapta, I. (2020). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Pt. Go-Jek). Jurnal Ekobis: Ekonomi Bisnis & Manajemen, 10(1), 67-81
[32] Muldani, V., et.al (2024). Pengaruh e-service quality dan persepsi harga terhadap kepuasan pelanggan (studi pelanggan jasa transportasi online gojek di kota depok). Jurnal pajak dan bisnis (journal of tax and business), 5(1), 11-18
[33] Ramli, R. A., Hisyam, M., & Sinamo, J. A. (2023, November). The Impact of Brand Image, Brand Awareness, Service Quality, and Price on Customer Satisfaction with Go-Ride Services: A Case Study of Gojek in Management Students Class of 2019, Faculty of Economics & Business Riau Kepulauan University Batam. In International Conference on Business Management and Accounting (Vol. 2, No. 1, pp. 154-166).
[34] Arifin, R., & Rachmadi, K. R. (2021). Analisis E-Service Quality, Harga dan E-Promotion Terhadap E-Customer Satisfaction. Inkubis: Jurnal Ekonomi dan Bisnis, 3(2), 133-151
[35] Sukmanawati, s., & purwati, s. (2022). Pengaruh kualitas pelayanan, harga, dan promosi terhadap kepuasan pelanggan grab. Jurnal manajemen almatama.
[36] Rezki, M., Sukmawati, L., Elbiansyah, E., & Riyana, D. (2019). Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan Jasa Transportasi Ojek. Jurnal Pendidikan Tata Niaga (JPTN), 4(3), 50-57
[37] Nurjamad, M. A., & Zalikho, S. (2023). The Influence of Service Quality and Price on Customer Satisfaction of Grab Bike Features in Bandung City. International Journal of Integrative Sciences, 2(7), 1099-1120
[38] Wulandari, S.R., & Susanti, A. (2021). Pengaruh Kualitas Pelayanan, Harga, dan Citra Merek terhadap Kepuasan Pelanggan Jasa Transportasi Online Grab. Target : Jurnal Manajemen Bisnis.
[39] Mahendri, W., & Munir, A.F. (2021). Pengaruh Kualitas Pelayanan, Harga, Dan Citra Merek Terhadap Kepuasan Pelanggan (Studi Pada Jasa Transportasi Gojek Online Di Sidoarjo). MARGIN ECO
[40] Andriani, V., & Astuti, M. (2022). The Influence of Trust, Price, and Service Quality on Online Ojek Service Consumer Satisfaction in Sidoarjo Regency. Indonesian Journal of Law and Economics Review, 17, 10-21070
[41] Sasongko, G. D. (2022). The Influence of Service Quality, Platform Ease and Price on Shopeefood Customer Satisfaction in Tangerang City. Formosa Journal of Sustainable Research, 2(3), 681-698.
[42] Haqi, M. S. (2020). Pengaruh Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Layanan Grab Food Di Jombang. Margin Eco, 4(1),42-57
[43] Sukmanawati, s., & purwati, s. (2022). Pengaruh kualitas pelayanan, harga, dan promosi terhadap kepuasan pelanggan grab. Jurnal manajemen almatama.
[44] Wahid, A., & Afifah, V. (2024). Pengaruh harga dan e-service quality terhadap kepuasan pengguna ojek online gojek di wilayah dki jakarta. Innobiz: Jurnal Ilmu Manajemen, Bisnis dan Keuangan, 1(1), 34-41
[45] Pamungkas, T. N., & Adi, S. W. (2022). Pengaruh Kualitas Layanan, Harga, Dan Promosi Terhadap Kepuasan Pelanggan Pengguna Jasa Transportasi Online (Studi Kasus Pada Beberapa Konsumen Gojek Di Surakarta) (Doctoral dissertation, Universitas Muhammadiyah Surakarta).
[46] Kusuma, I. F. (2022). Pengaruh Harga, Kualitas Layanan Dan Promosi Terhadap Kepuasaan Penguna Layanan Aplikasi GRAB Selama Pemberlakuan PPKM (Doctoral dissertation, Universitas Muhammadiyah Surakarta).
[47] Yunansyah, T. B., & Yahya, Y. (2020). Pengaruh Kualitas Layanan, Harga Dan Promosi Terhadap Kepuasan Pelanggan Pada Pengguna Grabfood (Studi Kasus Mahasiswa STIESIA Surabaya). Jurnal Ilmu dan Riset Manajemen (JIRM), 9(12).

Keywords:

Service Quality, Price Perception, Customer Satisfaction.