PENGARUH KINERJA DRIVER DAN FASILITAS APLIKASI TERHADAP LOYALITAS MELALUI KEPUASAN PELANGGAN (Studi Kasus Gojek Kota Malang)

Gojek, an online transportation service provider, is a social-spirited company that leading the revolution in ojek industry. Gojek partners with experienced riders to be main solution shipping goods, ordering food delivery, shopping and traveling traffic jam. The purpose of this study explain effect of: Driver Performance on Customer Satisfaction, Effect Application Facilities Satisfaction Loyalty through Satisfaction. This research quantitative research. population customers Malang City. number samples used was determined by Proportional Random Sampling technique. Data analysis using path method (Path Analysis). results showed there significant influence between performance driver customer satisfaction Gojek; There facilities simultaneously satisfaction) loyalty existence insignificant performance, facilities, loyalty.