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All Journal Jurnal Scientia International Journal of Social and Management Studies (IJOSMAS) Jurnal Ilmu Ekonomi Manajemen dan Akuntansi Jurnal Sistem Informasi dan Teknologi (SINTEK) Jurnal Ekonomi, Manajemen, Akuntansi J-CEKI
Bambang Haryono
Universitas Bina Sarana Informatika
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences

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Journal : Jurnal Scientia

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QUALITY OF HUMAN RESOURCES ON GOJEK CONSUMER SATISFACTION IN TANGERANG WITH SERVICE QUALITY AS A MEDIATING VARIABLE Peter Rajagukguk; Woro Dwi Hartanty; Bambang Haryono; Isroni Isroni
Jurnal Scientia Vol. 12 No. 04 (2023): Education, Sosial science and Planning technique, 2023, Edition September-Nov
Publisher : Sean Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58471/scientia.v12i04.2062

Abstract

The development of communication technology encourages changes in all aspects of life, both social, cultural, economic and various other aspects, including transportation. People are experiencing a transformation in their daily activities, shopping online, interacting with social media, and even traveling using online applications. This research aims to determine human resource and service quality's influence on consumer satisfaction of Gojek online motorcycle taxis in Tangerang. This descriptive quantitative statistical research type uses SmartPls 4, outer model and inner model measurements. Data collection methods were questionnaires and interviews, with a sample size of 100 people. Non-probability sampling technique with quota sampling. The research results show t statistic > t table and sig value. > P value. So, the quality of human resources has a positive and significant effect on consumer satisfaction. Service quality has a positive and significant effect on consumer satisfaction. HR quality has a positive and significant effect on service quality. The quality of human resources has a significant effect on consumer satisfaction through service quality. The simultaneous R square test of 0.666 means that the quality of human resources and service quality influence consumer satisfaction by 66.6%, including the moderate influence category.
Co-Authors Afni Dewi Manullang Arief Fadhol Arief Fadholi Ayu Andika Carleton Orlando Diah Andriani Doni Fauji Hardani Hardan Hardani Hardani Hardani Hardani Icha Primanda Putri Icha Velli Sandi Indra Setiawan Isroni Isroni Iwan Asmadi Iwan Asmadi Luthfiani Restu Balqis Novalia Rahmawati Nurul Ayum Khotimah Peter Rajagukgu Peter Rajagukguk Woro Dwi Hartanty