Kepuasan Pelanggan Dan Minat Beli Ulang Serta Dampaknya Pada Loyalitas Penggunaan Transportasi Secara Online

Abstract

Abstrak: Penelitian ini betujuan untuk mengetahui pengaruh faktor harga, kualitas pelayanan, uang elektronik, variasi produk dan kemudahan terhadap kepuasan, minat beli ulang serta berdampak pada loyalitas Gojek di Kota Bekasi. Pengumpulan data penelitian dilakukan melalui observasi, kousioner dan wawancara. Berdasarkan dari hasil penelitian bahwa harga mempengaruhi kepuasan pelanggan dan minat beli ulang, kualitas pelayanan mempengaruhi kepuasan pelanggan dan minat beli ulang, uang elektronik tidak mempengaruhi kepuasan pelanggan tetapi memiliki pengaruh kepada minat beli ulang, variasi produk mempengaruhi kepuasan pelanggan dan tidak mempengaruhi minat beli ulang, kemudahan mempengaruhi kepuasan pelanggan, kepuasan pelanggan mempengaruhi word of mouth (WOM), word of mouth (WOM) mempengaruhi minat beli ulang, kepuasan pelanggan mempengaruhi loyalitas pelanggan, word of mouth (WOM) mempengaruhi loyalitas pelanggan, minat beli ulang mempengaruhi loyalitas pelanggan.
 
Kata Kunci: Gojek, Minat Beli Ulang, Transportasi Online, Website
 
Abstract: This study aims to determine the effect of price factors, service quality, electronic money, product variation and ease of satisfaction, repurchase interest and impact on loyalty of motorcycle taxi drivers in Bekasi City. Data collection research was carried out through observation, questionnaires and interviews. Based on the results of the study that prices affect customer satisfaction and repurchase interest, service quality affects customer satisfaction and repurchase interest, electronic money does not affect customer satisfaction but has an influence on repurchase interest, product variation affects customer satisfaction and does not affect repurchase interest, ease of influencing customer satisfaction, customer satisfaction affects word of mouth (WOM), word of mouth (WOM) influences repurchase interest, customer satisfaction influences customer loyalty, word of mouth (WOM) affects customer loyalty, repurchase interest affects customer loyalty. 
Keyword: Gojek, Online Transportation, Repurchase Interest, Website