Keywords
Abstract
Based on reviews on the Google Play Store for the Gojek application, these obstacles include technical errors in the application, difficulties in finding the nearest driver or merchant, fare calculations, problems with customer service, fraud committed by drivers or merchants, data security and privacy users who are not properly maintained, inconvenience in using the application. The data that has been collected will be presented in the form of a questionnaire instrument using a Likert scale to measure the quality of the Gojek application. Questionnaires were made to obtain respondents' answers by providing alternative choices of answers that made it easier for them. This questionnaire focuses on three dimensions of Webqual 4.0, namely usability, information quality, and service interaction quality. Researcher perform data processing using SPSS software. The results of this study can be used as a reference to improve the quality of Gojek. Subsequent developments focused on aspects of information quality, regarding the precise and accurate level of detailed information. Companies are advised to consider the following recommendations: 1. Improve the quality of information for consumers. 2. Optimizing the appearance of Gojek to make it more attractive. 3. Provide increased discounts to attract consumers. 4. Maintain effective communication with Gojek users.
Keywords: Gojek, Webqual 4.0, Custumer, Quality.
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