ANALISIS PENGARUH PLATFORM QUALITY, INTERACTION QUALITY, DAN OUTCOME QUALITY TERHADAP INTENTION TO CONTINUE USING MELALUI SERVICE SATISFACTION PADA PELANGGAN GOJEK DI SURABAYA

Abstract

Economic development is a benchmark in national development. The economic sector has always been the government's focus in implementing development on both short and long-term scale. Even after the crisis has passed, improvement in the economic sector remains a top priority. One of the most useful technological innovations is the internet. With the internet, companies can sell their products or services online called e-commerce services. Gojek is one of the companies engaged in the field. The presence of Gojek makes it easy for consumers to order ojek online and other needs. This study aims to determine how the effect of Platform Quality, Interaction Quality, and Outcome Quality on Intention to Continue Using through Service Satisfaction. The expected benefit of this research is to increase the repertoire of science in the field of management, especially how big the influence of Platform Quality, Interaction Quality, and Outcome Quality so as to improve Intention to Continue Using through Service Satisfaction which will increase Intention to Continue Using from company Gojek. This research is a causal research. The research method used is quantitative method with data processing using AMOS. The data was collected by distributing questionnaires to 105 respondents with the characteristics of male and female respondents aged 18-60 years, knowing Gojek and ordering ojek online through application at least 2 times in the last three months. The results showed that the variables of Platform Quality significantly influence Service Satisfaction with regression coefficient of 0.273; Interaction Quality variables significantly influence Service Satisfaction with regression coefficient of 0.302; Outcome Quality variables significantly influence Service Satisfaction with regression coefficient of 0.389; Platform Quality variables significantly influence the Intention to Continue Using with regression coefficient of 0.84; Interaction Quality variables significantly influence the Intention to Continue Using with a regression coefficient of 0.67; Outcome Quality variable has positive but not significant effect on Intention to Continue Using with regression coefficient of 0.188; Service Satisfaction variables significantly influence the Intention to Continue Using with regression coefficient of 0.893