Pengaruh Word Of Mouth Dan Kualitas Pelayanan Terhadap Keputusan Penggunaan Jasa Gojek Di Kota Denpasar

Abstract

This study intended to examine the effect simultaneously and partially between word of mouth and service quality on the usage decicion Gojek services in Denpasar City. This research design of this research used casual quantitative research. The subject of this research is Gojek’s costumer, and object in this research are word of mouth, quality service and usage decision. The sample collection technique uses in this research is non-probabillity sampling and purposive sampling. The number of samples used was 120 respondents. The data collection technique in this research was a questionnaire and analysis technique used was multiple linear regression analysis. The results of this research are: (1) word of mouth and service quality with simultaneously have significant effect on the usage decision Gojek services in Denpasar City. (2) word of mouth has positive and significant effect on the usage decision Gojek services in Denpasar City. (3) Service quality has positive and significant effect on the usage decision Gojek services in Denpasar City.