ANALISIS PENGARUH KUALITAS LAYANAN DAN PEMANFAATAN TEKNOLOGI TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN GOJEK DAN GRAB DALAM PERSPEKTIF EKONOMI ISLAM

Abstract

This study aims to analyze the influence of service quality and technology utilization on customer satisfaction and loyalty of Gojek and Grab users, as well as to examine its conformity with the principles of Islamic economics. This research employs a quantitative approach using a survey method involving 150 respondents who are active users of Gojek and Grab services in the area of [specify city].

Data were collected through questionnaires and analyzed using the Structural Equation Modeling (SEM) method via the SmartPLS application.

The results of the study indicate that service quality and technology utilization have a positive and significant effect on customer satisfaction. Moreover, customer satisfaction is proven to have a significant influence on customer loyalty. From the perspective of Islamic economics, the services provided by Gojek and Grab have fulfilled most principles such as justice, public benefit (maslahah), and transparency, although there are still some concerns regarding contract clarity and responsibility in digital transactions.

This research concludes that service quality and technology utilization not only enhance customer satisfaction and loyalty but must also be balanced with the application of Islamic economic values to achieve ethical and sustainable business practices. The implications of this study are expected to serve as considerations for online transportation service providers in improving their performance and strengthening sharia-compliant values in their operations.