Pengaruh Komunikasi Interpersonal Customer Service Go-Jek Indonesia Terhadap Loyalitas Pelanggan Di Jabodetabek

Authors

  • Sarah Vania Rizky The London School of Public Relations Communication and Business Institute, Jakarta, Indonesia
  • Elvira Joelanda Sharinta The London School of Public Relations Communication and Business Institute
  • Deonita Putri Jurdjo The London School of Public Relations Communication and Business Institute

DOI:

https://doi.org/10.26740/ijss.v3n2.p114-125

Keywords:

Interpersonal Communication, Customer Service, Customer Loyalty

Abstract

Interpersonal communication is one important aspect of customer service in a company that engaged in services. This research was conducted to observe the influence of interpersonal communication of Go-Jek Indonesias customer service on customer loyalty in Jabodetabek and what other factors may come into play to achieve such a result. The principle theory used in this research is the theory of interpersonal communication with customer loyalty as the supporting theory. The research method used is the quantitative explanative method, by distributing questionnaires to 100 respondents of Go-Jek Indonesias users who have contacted the customer service. This research uses the Likert scale as the measurement scale. The results of the research found the contribution of interpersonal communication of Go-Jek Indonesias customer service value equals to 37,3% on customer loyalty in Jabodetabek, with a result of regression coefficient value equal to 0,552 and constant value equal to 32,444.

Author Biographies

Sarah Vania Rizky, The London School of Public Relations Communication and Business Institute, Jakarta, Indonesia

The London School of Public Relations Communication and Business Institute, Jakarta, Indonesia

Elvira Joelanda Sharinta, The London School of Public Relations Communication and Business Institute

The London School of Public Relations Communication and Business Institute

Deonita Putri Jurdjo, The London School of Public Relations Communication and Business Institute

The London School of Public Relations Communication and Business Institute

References

<p>Ardianto, E. (2011). Metodologi penelitian untuk public relations kuantitatif dan kualitatif. <em>Bandung: Simbiosa Rekatama Media</em>.</p><p>Aretha, N. (2013). Pengaruh Kualitas Komunikasi Interpersonal Terhadap Tingkat Loyalitas Pelanggan. E<em>-Jurnal Ilmu Komunikasi Universitas Atma Jaya Yogyakarta.</em><em></em></p><p>Aw, S. (2011). <em>Komunikasi interpersonal</em>. Yogyakarta: Graha Ilmu.</p><p>Devito, J. A. (2013). <em>The interpersonal communication book. Thirteent Edittion</em>. Boston: Pearson Internasional Edition.</p><p>Gibson, P. (2013). <em>The world of customer service</em>. Cengage Learning.</p><p>Griffin, J. (2005). Customer loyalty: Menumbuhkan dan mempertahankan kesetiaan pelanggan. <em>Jakarta: Erlangga</em>.</p><p>Guenzi, P., &amp; Pelloni, O. (2004). The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider. <em>International Journal of Service Industry Management</em>.</p><p>Hidayah, A. N. (2017). <em>PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER CARE by ONLINE (CAROLINE) 188 TERHADAP KEPUASAN PELANGGAN: Studi Survei Pada Pelanggan Telkomsel Di Taman Alun-Alun Bandung</em>. Universitas Pendidikan Indonesia.</p><p>Indrawan, R., &amp; Yaniawati, P. (2014). Metodologi Penelitian, Kualitatif dan Campuran untuk Manajemen, Pembangunan dan Pendidikan. <em>Edisi Revisi. Bandung: PT Refika Aditama</em>.</p><p>Kasmir. (2017). <em>Customer Service Excellent </em><em> Teori dan Praktik.</em> Jakarta: PT RajaGrafindo Persada.</p><p>Penulis i-Bisnis. (2017, September 23). œTransformasi Bisnis Konvensional- Digital, Bagaimana Menyikapinya?. Diperoleh dari i-bisnis.com: http://www.i-bisnis.com/2017/09/perubahan-tren-bisnis-konvensional- digital.html.</p><p>Rai, A. K. (2014). <em>Customer Loyalty Concept, Context and Character</em>. New Delhi: McGraw-Hill Education.</p><p>Siregar, S. (2013). Metode Penelitian Kuantitatif: Dilengkapi Perhitungan Manual &amp; SPSS. <em>Edisi Pertama. Cetakan Ke</em>, <em>1</em>.</p><p> Suharyadi, P. S. (2009). Statistika Untuk ekonomi Dan Keuangan Modern Edisi 2. <em>Salemba Empat. Jakarta</em>.</p><p>Widuri, R. (2019, April 11). œPenetrasi Aplikasi Gojek No.1 di Indonesia. Diperoleh dari pressrelease.kontan.co.id: https://pressrelease.kontan.co.id/release/penetrasi-aplikasi-gojek-no-1-di-indonesia</p>

Downloads

Published

2020-12-29

How to Cite

Rizky, S. V., Sharinta, E. J., & Jurdjo, D. P. (2020). Pengaruh Komunikasi Interpersonal Customer Service Go-Jek Indonesia Terhadap Loyalitas Pelanggan Di Jabodetabek. The Indonesian Journal of Social Studies, 3(2), 114–125. https://doi.org/10.26740/ijss.v3n2.p114-125

Issue

Vol. 3 No. 2 (2020): December

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
Abstract views: 634 , PDF Downloads: 501