Application Of E-Servqual In Analyzing The Quality Of Online Food Ordering Services In The Gojek Application

PT Gojek Indonesia is a transportation service company that is currently very popular among the public. As a well-known online transportation platform in Indonesia, Gojek is naturally expected by many customers to deliver high-quality service and performance. However, many customers have been disappointed because the service and performance did not meet their expectations. Customer reviews of Gojek, particularly regarding GoFood orders, indicate that the service quality of the Gojek application still needs to be improved. Therefore, this study aims to prevent errors between merchants and drivers when picking up food for customers and to improve Gojek's service quality. The research method used in this study is the E-Servqual method, analyzed through five dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The gap results show that GoFood's service quality on all five dimensions has not yet met customer expectations; therefore, GoFood management needs to make improvements in some of these dimensions.