Analisis Strategi Manajemen Jasa dalam Meningkatkan Kepuasan Pelanggan di PT Gojek Indonesia
DOI:
https://doi.org/10.61132/anggaran.v2i4.1061Keywords:
Service Management Strategies, Customer Satisfaction, Technological Innovation, Service Quality, PT Gojek IndonesiaAbstract
This study aims to analyze the service management strategies implemented by PT Gojek Indonesia to enhance customer satisfaction. Using a qualitative approach based on literature review, the research explores the relationship between service quality, service diversification, and technological innovation in shaping customer experiences. The findings reveal that service management strategies, such as quick booking features, real-time tracking, and digital payment solutions via GoPay, significantly influence customer satisfaction. Service variations like Go-Ride, Go-Car, and Go-Food enable Gojek to meet diverse customer needs, while a focus on reliability and security assurance fosters user loyalty. The study highlights the importance of continuous innovation and quality improvement to maintain Gojek's competitive position in the online transportation service market.
Downloads
References
Aprillia, A., & Fatihah, D. C. (2021). Pengaruh kualitas pelayanan terhadap kepuasan konsumen Gojek pada masa pandemi Covid-19 di Kota Bandung. Jurnal Pendidikan dan Kewirausahaan, 9(1), 242–257.
Aryanty, R., Utami, R., & Suryadi, T. (2020). Metodologi penelitian kualitatif. Salemba Empat.
Assauri, S. (2012). Manajemen pemasaran. Raja Grafindo Persada.
Baptista, D., & Sugiarso, T. (2017). Pengaruh variasi jasa dan kualitas pelayanan terhadap kepuasan pelanggan PT Gojek Indonesia, Jakarta. Jurnal Administrasi dan Manajemen, 10(2), 626–634.
Chandra, G., & Tjiptono, F. (2016). Strategi pemasaran. Andi Publisher.
Daryanto, A., & Setyabudi, D. (2014). Konsumen dan pelayanan prima. Gava Media.
Daryanto, A., & Setyabudi, D. (2014). Konsumen dan pelayanan prima. Gava Media.
Gronroos, C. (2016). Service management and marketing: Managing the service profit logic (4th ed.). Wiley.
Gummesson, E. (2016). Total relationship marketing. Routledge.
Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Pearson Education.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Nasution, M. N. (2023). Dasar-dasar penelitian kualitatif. Graha Ilmu.
Suprapto, A., & Setyawardani, R. (2023). Manajemen jasa dan kepuasan pelanggan.
Tjiptono, F. (2019). Pemasaran jasa. Andi Publisher.
World Trade Organization. (2016). General Agreement on Trade in Services (GATS). Geneva: World Trade Organization.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Anggaran : Jurnal Publikasi Ekonomi dan Akuntansi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
