QUESTIONNAIRE

Responder,
I beg your willingness to take the time to fill out this questionnaire. The honest
answers you provide are very useful for the research I'm doing, under the heading:
"Relationship between Service Quality, Customer Satisfaction, Brand Image, and
Trust With Customer Loyalty of Gojek Transportation Service In Yogyakarta City"

PART I

Directions: Please answer the following questions by put a mark (x) on the
answer you think is most correct.

1. You old are you?

a. 18 years
b. 19- 24 years
c. 25 - 30 years
d. > 30 years
2. What is your gender?
a. Man
b. Woman
3. What is your occupation?
a. Student
b. Public Servant / Private
c. Entrepreneur
d. Other____________
4. What is your intensity in using the Gojek Service
a. Rarely
b. often
c. very often
d. Other____________
5. Have you used other Gojek services (Go food, Go Glam, etc)?
a. Yes
b. No
6. How much is your income/salary per month?
a. 500,000 1,500,000 rupiahs
b. 1,500,000 2,500,000 rupiahs
c. 2,500,000 3,500,000 rupiahs
d. Other_____________
 PART II
Directions: Please answer the following questions by put a mark (x) on the
answer you think is most suitable.

Information:
SD : Strongly Disagree
D : Disagree
SLD : Slightly Disagree
N : Neither
SLA : Slightly Agree
A : Agree
SA : Strongly Agree

A. Customer Loyalty

No. Item SD D SLD N SLA A SA

1. I,m always decide that the company is the
first choice
2. The customer From the experience that
customer had, the company was the first
in the mind of customer
3. How likely are you to recommend this
service to friends, neighbors, and
relatives?

B. Service Quality

No. Item SD D SLD N SLA A SA

1. Gojek Consistency of customer
2. Gojek application error
3. Gojek always on time
4. Frequency of transportation services
5. Gojek have accuracy of invoice
6. Effectiveness of driver
7. Promptness of customer service
8. Gojek have variety of service offering
9. Gojek CSR and concern for human safety
No. Item SD D SLD N SLA A SA
10. Pricing of shipping service cheap
11. Gojek is safety and security riding
C. Customer Satisfaction

No. Item SD D SLD N SLA A SA

1. Gojek make me delighted
2. Gojek give me pleasure increases my
frequency of use
3. Gojek make feel good
4. Gojek prevent me for looking cheap
another brand

D. Brand Image

No. Item SD D SLD N SLA A SA

1. Provides a solution to my expectations
good impression
2. Dependable for use make me comfort
3. Feel delighted, fell good, feel frequency
of use
4. Looking cheap, desirable lifestyle, gives
me pleasure.
5. Perceived by others, perform it promises,
feel accepted my social group

E. Trust

No. Item SD D SLD N SLA A SA

1. I feel safe with the service
2. I believe with the companys promise
3. I believe that the companys quality
service and consistent
4. Gojek driver respect customer
5. I meet their obligations to customer
6. I believe with companys service