Main Article Content

Hendra Prasetya
Nurul Azizah


To find out the direction and significance of the partial influence of service quality and brand image on consumer loyalty of users of Gojek online transportation services among students of the Faculty of Economics and Business, Wijaya Kusuma University Surabaya is the aim of this research. The population used as the population were students from the Faculty of Economics and Business, Wijaya Kusuma University, Surabaya, with the sample determined using purposive sampling. The characteristics of the sample are that they have the Gojek application and have placed orders at least 2 (two) times. The sample processed was 100 (one hundred) respondents. Data was collected through distributing questionnaires. Data processing uses multiple linear regression analysis and the hypothesis is tested using the t test or partial test. The result is that service quality and brand image partially have a positive and significant effect on consumer loyalty of Gojek online transportation service users among students at the Faculty of Economics and Business, Wijaya Kusuma University, Surabaya. The quality of service must continue to be improved, among other things, by creating a sense of security for consumers, competent drivers, and standard equipment. Cultivating a positive brand image, among other things, by improving the company's reputation, applications that are easy to operate


Download data is not yet available.

Article Details

How to Cite
Prasetya, H. and Azizah, N. . (2024) “Gojek online transportation consumer loyalty is seen from the quality of service and brand image”, Jurnal Mantik, 8(1), pp. 447-453. Available at: (Accessed: 17July2024).
Afrizal, S., Kuntari, S., Setiawan, R., & Legiani, WH (2020). Social Change in Digital Culture in Children's Character Education. Proceedings of the National Seminar on FKIP Education, 3(1), 429–436.
Algifari, M., & Hasbi, I. (2021). The Influence of Service Quality and Brand Image on Customer Loyalty of Gojek Go-Ride Services (Case Study of Cilegon City Online Transportation Service Customers). EProceedings of Management, 8(5).
Andini, A. (2020). Analysis of the Influence of Product Quality and Brand Image on Purchasing Decisions Using Word of Mouth as an Intervening Variable (Case Study of Consumers of Lois Jeans Brand Products at Streat Shop Lois). Jakarta Indonesian College of Economics.
Aryamti, AS, & Suyanto, AMA (2019). Analysis of product quality, service quality and brand image on beauty clinic customer satisfaction and its influence on customer loyalty. EProceedings of Management, 6(1).
Asmuni, H. (2019). The role of the social environment on millennials' self-control. AL-FIKRAH: Journal of Educational and Islamic Studies, 2(2), 119–134.
Banggoi, R., Mendo, AY, & Asi, LL (2023). Analysis of User Satisfaction of Maxim's Online Transportation Services to Increase User Loyalty in Gorontalo City. JAMBURA: Scientific Journal of Management and Business, 6(1), 242–249.
Firmansyah, D., Setiawan, T., & Susetyo, DP (2021). The Importance of Building Consumer Loyalty Through Service Quality and Trust: Survey on Service and Loyalty in Service Companies. Journal of Business Disruption, 4(4), 304.
Firmansyah, F., Haryanto, MM, & Rudy, DR (2019). Service Quality Management: Increasing Customer Satisfaction & Loyalty. Media Publishing Ambassador.
Huda, M., & Hartati, N. (2021). The Influence of Service Quality, Brand Image, and Customer Satisfaction on Customer Loyalty of Blue Bird Taxi Transportation Services in West Jakarta. JSMA (Journal of Management Science and Accounting), 13(2), 96–110.
Maulyan, FF, Drajat, DY, Angliawati, RY, & Sandini, D. (2022). The influence of excellent service on company image and customer loyalty: theoretical review. Journal of Management Science, 4(1), 8–17.
Nikmah, M., & Siswahyudianto, S. (2022). Differentiation Strategy to Create Competitive Advantage in Pawon Gusti Catering MSMEs, Surondakan Village, Trenggalek District, Trenggalek Regency. Journal of Management and Civil Business, 4(1), 66–82.
Nurhikmah, T., Fauzi, A., Putri, SCT, Asmarani, D., Damayanti, V., & Thalitha, RF (2022). Analysis of factors that influence customer loyalty of online transportation services (Go-Jek): service quality, price and consumer satisfaction. Journal of Applied Management Science, 3(6), 646–656.
Pasaribu, M., & Widjaja, A. (2022). Artificial Intelligence: A Strategic Management Perspective. Gramedia Popular Literature.
Ramadhan, MAF (2019). The Influence of Brand Image, Trust, and Commitment on Customer Loyalty of the Gojek Online Transportation Application in Malang City. Journal of Management Science (JIMMU), 4(2), 153–169.
Ramadhani, M., & Nurhadi, N. (2022). The Influence of Brand Image, Consumer Satisfaction and Trust on Customer Loyalty of Aqua Brand Mineral Water. FORBISWIRA FORUM BUSINESS AND ENTREPRENEURSHIP, 11(2), 200–214.
Sa'adah, L. (2020). Service quality, price, brand image and their influence on consumer satisfaction. LPPM KH University. A. Wahab Hasbullah.
Sayekti, F., Purnama, YI, Wijayanti, LE, Yogyakarta, UT, Yogyakarta, UT, Yogyakarta, UT, & Customer, K. (2021). The influence of service quality on service user satisfaction in government agencies. The 2nd Widyagama National Conference on Economics and Business (WNCEB 2021), Wnceb, 162–173.
Siswati, E., Iradawati, SN, & Imamah, N. (2024). Customer Relationship Management and its Implementation in Small Companies.
Tria, ED, & Syah, TA (2021). Analysis of the Influence of Brand Image and Brand Trust on Purchase Interest in Rita Pasaraya Cilacap Customers. Citizen: Indonesian Multidisciplinary Scientific Journal, 1(2), 84–94.
TRISETYA WATI, W. (2019). The Influence of Service Quality, Consumer Satisfaction and Promotion on Customer Loyalty of The Media Hotel & Towers Jakarta. Indonesian College of Economics (STEI) Jakarta.
Utami, FT, & Zanah, M. (2021). YouTube as a source of information for students during the Covid-19 pandemic. Journal of Synesthesia, 11(1), 78–84.
Widodo, AS (2019). The Role of the Internet in Increasing the Number of Freelancers in Indonesia. Listening: Journal of Communication, 3(2), 191–202.
Yeridha, R. A. P., Kuleh, J., & sampleiling, A. (2019). The influence of perceived customer value and brand image on customer loyalty of the Go-Jek online motorcycle taxi service in Samarinda. Journal of Management, 11(1), 94–99.
Zusrony, E. (2021). Consumer Behavior in the Modern Era. Prima Agus Teknik Foundation Publishers, 1–159.