Pengaruh E-Service Quality, Kecepatan Pengiriman, dan Responsiveness Driver Terhadap Kepuasan Pelanggan Pada Layanan Gofood Di Area Solo Raya

Abstract

Abstrac : This study aims to analyze the partial and simultaneous effects of e-service quality (X1), delivery speed (X2), and driver responsiveness (X3) on customer satisfaction (Y) among GoFood service users in the Solo Raya region. A quantitative approach was employed using a survey method involving 100 respondents selected through a purposive sampling technique. Primary data were collected via a 1–5 Likert scale questionnaire and analyzed using multiple linear regression aided by SPSS software. The t-test results indicated that e-service quality has a positive and significant effect on customer satisfaction, with driver responsiveness emerging as the most dominant predictor. Conversely, delivery speed was found to have no positive and significant effect on customer satisfaction. The F-test demonstrated that all three variables simultaneously exert a significant effect on customer satisfaction. These findings confirm that these three elements form a cohesive digital service ecosystem, suggesting that management should continuously maintain application system reliability while optimizing interpersonal training for driver partners.

Keywords: E-Service Quality (X1), Delivery Speed (X2), and Driver Responsiveness (X3) and Customer Satisfaction (Y)