Analysis of Customer Satisfaction in Go-Food Services: Customer Relationship Management
Muharman Lubis, Chandra Wardana · 2020 8th International Conference on Cyber and IT Service Management (CITSM) · 2020
This research was conducted in the relation of popular use among Indonesian towards the scheme of food delivery services through online application by motorcycle driver or commonly called Go-Food. The survey was conducted through quantitative methods in the form of online questionnaires involves 56 student respondents. Actually, this study aims to examine several factors that influence decision making in terms of satisfaction in utilizing the service of Go-Food. Thus, this study uses the six variables according to the Technology Acceptance Model (TAM), which are subjective norms, perceived use usability, ease of use perspective, usage attitude, behavior to use, and system usage in the application Gojek. Overall, this study presents two variables has been found to be reliable, which is meant consistent based on customer satisfaction attributes.