Analisis Kualitas Layanan dan Kepercayaan Terhadap Kepuasan Konsumen yang Berimplikasi pada Loyalitas Pelanggan Gofood di Kota Bekasi

Abstract

The existence of GoFood makes work more efficient, because people can get the food they want through their cellphones wherever they are, both at home and outside the home. From the quality of service that can meet the wishes and expectations as well as trust, it will have an impact on the creation of customer satisfaction and customer loyalty. The purpose of this study was to determine the effect of the variable Service Quality and Consumer Trust on Customer Satisfaction which has implications for GoFood Customer Loyalty in Bekasi City. Quantitative research methods using Smart PLS 3 data processing. The sample used 100 respondents with purposive sampling technique. The results and conclusions show that there was an effect of Service Quality and Consumer Trust on Customer Satisfaction; there is an effect of Consumer Trust and Customer Satisfaction on Customer Loyalty; Customer Satisfaction mediates between Service Quality and Customer Loyalty; Service Quality has no effect on Customer Loyalty, and Customer Satisfaction does not mediate between Consumer Trust and Customer Loyalty. The results can be input for GoFood management and partners.