The Influence of GoPartner Customer Service Communication on the Satisfaction of Gojek Drivers in Bekasi City
DOI:
https://doi.org/10.38035/ijam.v1i4.1451Keywords:
Customer Service, Communication, Satisfaction, Gojek, Computer-Mediated CommunicationAbstract
This study examines the effect of customer service communication (X) on driver satisfaction (Y) among Gojek drivers in Bekasi City. Using a quantitative descriptive approach, data were collected through online questionnaires distributed to 100 respondents via Google Form. The demographic data revealed that 72% of the drivers were aged 17–25 years, 21% were aged 26–35, and 7% were aged 36–45, with 80% male respondents. The findings indicate that service communication significantly influences driver satisfaction, with a coefficient of determination (R²) of 0.796, meaning that 79.6% of the variation in satisfaction is explained by service communication. Statistical testing showed that the t-value (19.549) was greater than the t-table value (1.290), and the significance level (0.000) was less than 0.1, confirming a strong and positive relationship. This result aligns with the Computer-Mediated Communication (CMC) theory, which emphasizes digital interaction through platforms such as live chat, calls, and messages. The study concludes that effective digital communication by GoPartner’s customer service enhances driver satisfaction and operational efficiency.
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