Track: Business Management

Abstract

Given the frequent occurrence of traffic jams in big cities such as Jakarta, many people prefer to travel by using online motorcycle taxi transportation services. Their main reason is none other than to shorten travel time, practical and efficiency. One of the online motorcycle taxi service providers is GOJEK, which has the largest consumers and partners. Perceived service quality and brand trust are thought to greatly influence the intention to repurchase online motorcycle taxi services during the COVID-19 pandemic, given the increasing caution and concerns of users of these transportation services. The purpose of this study was to find out how the perception of service quality and brand trust affects the repurchase intention of GOJEK consumers in DKI Jakarta during the covid-19 pandemic. This research was conducted using a survey method using multiple regression analysis tools. The sampling technique used is simple random sampling and a sample size of 189 people take from GOJEK customers in DKI Jakarta. The results showed that the perception of service quality and brand trust had a positive and significant effect on repurchase intentions either partially or simultaneously.

Keywords: Perceived Service Quality, Brand Trust, Repurchase Intention, GOJEK Consumers