Building satisfaction and loyalty of student users ojek online through the use of it and quality of service in tangerang city

Online motorcycle is part of a breakthrough in the field of technology that uses applications as a liaison between users and drivers that greatly facilitates booking, in addition to routes and fares that can be directly seen to make it easier for users to calculate how much time and how much it costs to pay for his journey. Moreover, in some consumers online transportation applications are inherent in everyday life. For those whose homes are far from the reach of public transportation, online motorcycle taxis are very reliable. The purpose of this study was to determine the effect of IT utilization and service quality on the satisfaction and loyalty of students who use online motorcycle. This research was conducted in July and August 2019 in Tangerang City. The respondent is a student who uses online application-based transportation focused on Grab and Go-Jek considering that the two companies are the most popular in Tangerang City as many as 100 students. Utilization of IT through the use of the Gojek application includes 19 types of services, has 12 bank partners, collaborates with 125,000 merchants while Grab only has 8 services, but more driver partners, 2 million driver partners on the platform (two wheels and four wheels), controls 95% third-party taxi hailing market share and 75% private vehicle hailing. The analysis shows that there is a significant influence between IT users and service quality with customer satisfaction and loyalty online motorcycle.