Firdaus, Raditya Aliansyah (2026) ANALISIS KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN GOFOOD DENGAN METODE E-SERVQUAL DAN NET PROMOTER SCORE (NPS). Undergraduate thesis, UNIVERSITAS PEMBANGUNAN NASIONAL "VETERAN" JAWA TIMUR.
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Abstract
The development of digital-based food delivery services requires service providers to continuously improve service quality to create customer satisfaction and loyalty. This study aims to analyze service quality, satisfaction levels, and customer loyalty on GoFood services using the E-Servqual and Net Promoter Score (NPS) methods. The study used a quantitative approach by distributing questionnaires to 96 active GoFood customer respondents using a purposive sampling technique. The E-Servqual method was used to measure the gap between customer perceptions and expectations across seven service dimensions. The results showed an average gap value of -0.53 with a service quality level of 88.2%, indicating that service quality has not fully met customer expectations and is in the fairly good category. The overall customer satisfaction level obtained an average value of 3.94, which is included in the satisfied category. Meanwhile, the Net Promoter Score calculation results showed an NPS value of 16, which is in the loyal category.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Raditya Aliansyah Firdaus | ||||||||
| Date Deposited: | 30 Apr 2026 03:03 | ||||||||
| Last Modified: | 30 Apr 2026 03:04 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/51422 |
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