The Effect of Customer Reviews and Service Quality on User Satisfaction of The Maxim Application in Palembang City
Keywords:
Customers Review, Service Quality, User SatisfactionAbstract
Technological advances have transformed human life in the digital economy. The emergence of online transportation services has been able to satisfy people's transportation needs, one of which is the Maxim app. Customer reviews are users' responses to their experiences with a service. Service quality is the effort to meet customers' needs and desires in accordance with their expectations. User satisfaction is the feeling of satisfaction or disappointment that arises when the performance of a product is compared to expectations. The object of this study is Maxim app users. This study uses a quantitative descriptive approach with accidental sampling to 272 respondents with an error level of 10% or 0.1. The data used is primary data obtained through Google Forms from Maxim app users in Palembang through validity and reliability tests, classical assumption tests, and hypothesis testing. The results of the study indicate that customer reviews and service quality partially contribute 24.7% and 30.8%, respectively, to user satisfaction. Meanwhile, the simultaneous results show that the coefficient of determination (R²) is 55.6%, and the remaining 44.4% of user satisfaction can be explained by the variables of customer reviews and service quality. Thus, both partially and simultaneously, customer reviews and service quality significantly influence user satisfaction in the Maxim application in Palembang. Therefore, the hypothesis is accepted as it has been proven to be true. There is a positive influence between customer reviews and service quality, which further enhances user satisfaction
References
Addellia, A., Vegirawati, T., & Pandriadi, P. (2025). Factors Influencing The Intention To Implement Accounting Software In The Preparation Of Financial Statements At Umkm In The Sub-District Of Sukarami Palembang. Journal of Management, Economic, and Accounting, 4(1), 261–268. https://doi.org/10.37676/jmea.v4i1.750
Alarifi, A.A. (2023). The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-19. International Journal of Quality and Reliability Management, 40(2), 496-516, ISSN 0265-671X, https://doi.org/10.1108/IJQRM-06-2021-0168
Alsayat, A. (2023). Customer decision-making analysis based on big social data using machine learning: a case study of hotels in Mecca. Neural Computing and Applications, 35(6), 4701-4722, ISSN 0941-0643, https://doi.org/10.1007/s00521-022-07992-x
Anggoman, T. (2020). Kualitas pelayanan merupakan tingkat keunggulan yang diharapkan dan pengendalian atas tingkat keunggulan tersebut untuk memenuhi keinginan konsumen. Manajemen, 7(1), 65-72.
Bakti, R., & Oktafiani, N. (2019). Pengaruh Lokasi, Kualitas pelayanan, Fasilitas dan suasana lingkungan terhadap kepuasan pengunjung kebun raya Bogor. JEMASI, 15(1), 47-55.
Çallı, L. (2023). Exploring mobile banking adoption and service quality features through user-generated content: the application of a topic modeling approach to Google Play Store reviews. International Journal of Bank Marketing, 41(2), 428-454, ISSN 0265-2323, https://doi.org/10.1108/IJBM-08-2022-0351
Camilleri, M.A. (2023). Customer satisfaction and loyalty with online consumer reviews: Factors affecting revisit intentions. International Journal of Hospitality Management, 114, ISSN 0278-4319, https://doi.org/10.1016/j.ijhm.2023.103575
Chatterjee, S. (2023). Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach. Journal of Enterprise Information Management, 36(1), 22-44, ISSN 1741-0398, https://doi.org/10.1108/JEIM-06-2021-0252
Ferianti, N., Pandriadi, P., & Hadli, H. (2024). Factors That Influence The Interest Of Accounting Study Program Students In Choosing A Career As An Educator Accountant Profession For Students Of Private Universities In Palembang City. Journal of Management, Economic, and Accounting, 3(2), 561–568. https://doi.org/10.37676/jmea.v3i2.726
Hidayati, N. (2018). Pengaruh Online Customer Review terhadap keputusan pembelian komsumen di Marketplace. Mirai Management, 8(2), 81-90.
Indasari Meithiana. (2019). Pemasaran & Kepuasan Pelanggan. Surabaya: Unitomo Press.
Khalil, N. (2024). A review of green practices and initiatives from stakeholder’s perspectives towards sustainable hotel operations and performance impact. Journal of Facilities Management, 22(4), 653-682, ISSN 1472-5967, https://doi.org/10.1108/JFM-03-2022-0025
Kotler, P., & Armstrong, G. (2018). Principles of marketing (17th Edition). Pearson Education.
Kotler, P., & Keller, K. L. (2019). Manajemen Pemasaran. Jakarta: Erlangga.
Lackermair, K., & Kanmaz, T. (2018). Online Customer Review: Indikator dan Pengaruhnya Terhadap Keputusan Pembelian. Mirai Management, 8(2), 15-29.
Naruliza, E., & Purwaningsih, F. S. (2017). Kualitas Pelayanan Berpengaruh Terhadap Kepuasan Pengunjung Perpustakaan. JEMASI, 13(2), 221-236.
Nilashi, M. (2022). Revealing travellers’ satisfaction during COVID-19 outbreak: Moderating role of service quality. Journal of Retailing and Consumer Services, 64, ISSN 0969-6989, https://doi.org/10.1016/j.jretconser.2021.102783
Nilashi, M., Abumalloh, R. A., Alghamdi, A., Minaei-Bidgoli, B., Alsulami, A. A., Thanoon, M., ... & Samad, S. (2021). What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis. Telematics and Informatics, 64, 101693.
Ningsih, E.S.P. (2019). Pengaruh Rating dan Online Customer Review Terhadap keputusan pembelian secara online pada Marketplace Shopee. Skripsi Fakultas Ekonomi dan Bisnis, Universitas Muhammadiyah Makasar, 1-93.
Priangga, I., & Munawar, F. (2021). Pengaruh Online Customer Review dan Online Customer Rating terhadap keputusan pembelian di Marketplace Lazada (studi pada mahasiswa di kota Bandung). Bisnis dan Manajemen, 19(2), 399-413.
Rolando, A. (2018). Faktor-faktor yang mempengaruhi kualitas pelayanan dalam industri jasa. Jakarta: Penerbit Salemba Empat.
Saladdin Wirawan Effendy, & Pandriadi. (2025). Transformasi Hijau: Inovasi Pangkalan Elpiji 3 Kg Menjadi Pusat One Stop Shopping Sembako Di Desa Sungsang III. Jemasi: Jurnal Ekonomi Manajemen Dan Akuntansi, 21(1), 91-99. https://doi.org/10.35449/jemasi.v21i1.1012
Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Syakira, & Moeliono, K. (2019). Pengaruh Ulasan pelanggan Online terhadap Keputusan Pembelian pada Marketplace Shopee di kalangan Mahasiswa Kota Bandung. Administrasi Bisnis, 4(2), 31-39.
Tjiptono, F. (2019). Service, Quality & Customer Satisfaction. Yogyakarta: Andi (Anggota IKAPI).
Utari, W., Utama, M. A., Heryyanto, A., & Rudiatno. (2022). Pengaruh harga, kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan MJ ENAMEL. JEMASI, 18(2), 17
