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All Journal Jurnal Ilmiah Mahasiswa Ekonomi Manajemen
Muhammad Raiyan
Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Syiah Kuala
Economics, Econometrics & Finance

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PENGARUH PERSEPSI RISIKO, DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MELALUI VARIABEL KEPERCAYAAN PADA PENGGUNA JASA ANGKUTAN GOJEK DI BANDA ACEH PADA PANDEMI COVID-19 Muhammad Raiyan; M Ridha Siregar
Jurnal Ilmiah Mahasiswa Ekonomi Manajemen Vol 6, No 1 (2021): Februari
Publisher : Departemen Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jimen.v6i1.16592

Abstract

Abstract: This study aims to examine the influence of risk perception and service quality on customer satisfaction mediated by trust on Gojek users in Banda Aceh during the COVID-19 pandemic. The sample used in this study was 150 Gojek users in Banda Aceh using the Probability sampling techniques. Then, this study uses data collection equipment, namely a questionnaire (questionnaire). This study uses Structural Equation Modeling (SEM) as a method of analysis to determine the effect of the variables involved in mediation testing in this study. Based on the results of SEM analysis shows that risk perceptions have a significant negative effect on customer satisfaction, service quality has a significant positive effect on customer satisfaction, risk perception has a significant negative effect on trust, service quality has a significant positive effect on customer satisfaction, trust has a significant effect on customers, and trust is partially mediated between risk perception and service quality on customer satisfaction.
Co-Authors M Ridha Siregar