ANALISIS PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION PENGGUNA APLIKASI GO-FOOD DI PONTIANAK

Abstract

Go-Food is a food delivery service from Go-Jek, which becomes a primary choice of the society. It is not surprising because Go-food has various innovations including wide range of menu, providing convenience and comfort in using its service and regular promos that come every day. The data of online transportation in Indonesia shows that Go-Jek has a high and rating it continues to increase. That achievement is in connection with the influence of service quality, which becomes the key of satisfaction measurement for Go-Food application users. The purpose of this research is to find out the influence of E-Service Quality toward E-Satisfaction of Go-Food application users partially. This research is an associative research and the population of this research are users who use Go-Food application at least three times a month in Pontianak. The data collection method uses purposive sampling with 80 respondents as the samples. The technique of analysis is quantitative analysis with multiple linear regression analysis using SPSS 25.  This research determines the influence of efficiency, fulfillment, system availability, privacy, responsiveness, compensation, and contact variables toward E-satisfaction variable. The research result shows that efficiency, system availability, responsiveness, and compensation variables have significant influence on E-satisfaction of Go-food application users; meanwhile fulfillment, privacy, and contact variables do not have significant influence on E-satisfaction of Go-Food application users.