Hansdersen, Frans (2025) Pengaruh E-service Quality Terhadap Loyalitas Pelanggan Gojek Melalui Kepuasan Pelanggan (studi Kasus Pada Pengguna Aplikasi Gojek Di Pekanbaru). Other thesis, Universitas Islam Riau.

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Abstract

This research aims to determine the effect of e-service quality on customer loyalty through customer satisfaction among GOJEK application users in Pekanbaru City. The research method used in this research is a quantitative approach by collecting data in the form of numbers. The data source used to obtain accurate data is by distributing questionnaires to respondents. The sample used in this research was consumers who had used the GOJEK application with the criteria of having used the GOJEK application at least 2 times with a total of 100 respondents with a sampling technique using accidental sampling. The method for processing data uses structural equation modeling (SEM) with SmartPLS 3.0 software. The results of the research from the tests carried out are that indirectly e-service quality has a significant effect on customer loyalty through customer satisfaction for GOJEK application users in Pekanbaru City.

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