ANALYSIS OF CUSTOMER EXPERIENCE AND CUSTOMER SATISFACTION OF GOJEK APPLICATION BASED INFORMATION TECHNOLOGY SERVICES IN MANADO
Abstract: Technology is
affecting the life of every individual both qualitatively and quantitatively in
the present age. The quick expansion of information technology has imbibed into
the lives of millions of people and introduced major changes in the worldwide
economic and business atmosphere. This research aims to analyze the customer
experience and customer satisfaction of Go-Jek application in Manado.
Technology is utilized by one of the online transportation companies in
Indonesia, namely PT.Go-Jek Indonesia.With the existence of PT.Go-Jek
Indonesia, create a new digital era in the Indonesia market, especially in
technology services. People now have so many services that can be order through
the Go-Jek application-based information technology in a smartphone. PT.Go-Jek
Indonesia provide something thats really needed in the society.In the Go-Jek
application there is available a variety of service to offer for consumers and
several feature that’s already available in Manado that is to order food
(Go-Food), transportation (Go-Ride for motorcycle and Go-Car for car), send
goods or things (Go-Send), cashless transaction system (Go-Pay), buy in a
particular shop (Go-Mart). The type of this research is qualitative research.
The method used in this research is snowball sampling that get 12 respondents
who fulfill the requirement to be interviewed.
Keywords: information
technology, customer experience, customer satisfaction, go-jek
Penulis: Kevin Kalangi, Sifrid
S. Pangemanan, Merinda . Pandowo
Kode Jurnal: jpmanajemendd180265
