PENGARUH KEMUDAHAN DAN KEPERCAYAAN TERHADAP KEPUASAN KONSUMEN PENGGUNA JASA GO-JEK DI BANDAR LAMPUNG

Abstract

Go-Jek is a transportation company based on e-business applications. The presence of online
application-based transport services that use the internet is very influential for the community
in all activities quickly and efficiently. Go-Jek has provided some convenience for the
consumer. So far, consumers who want to order one must wait for the roadside or walk to
the motorbike base. With the application Go-Jek then consumers can message anywhere he
was good at home, street and so forth. Consumer confidence in the services provided by
Go-Jek will create issues or rumors that circulate quickly, not only in cyberspace but in the
real world, and this will make people aware of the existence of mockups. This study aims to
determine the level of satisfaction in using services Go-Jek. The population in the study were
consumers of service users of Go-Jek with a sample of 100 respondents. Descriptive research
method with multiple linear regression analysis tools. Based on the result of research and
hypothesis of easiness and trust variable have an effect on to customer satisfaction of
service user of Go-Jek in Bandar Lampung.