Analyzing The Correlation Between Service Quality and Customer Satisfaction on Building Brand Image: a Study of Gawean.id As Job Portal Startup
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Abijasa, Sutan Borneo Jeremi
Subject
HD28 Management. Industrial Management
Datestamp
2021-10-18 08:22:08
Abstract :
Unemployment is one of the biggest issue faced by both, developing country and developed country. In Indonesia the unemployment rate is still considered as high compared to the other ASEAN country such as Malaysia, Singapore, Philippines, and Thailand. Today, the development of the Internet and communication technology already changed the human?s life. It also changes the recruitment process, from traditional recruitment process into an online recruitment process. The objective of this research is to measure the correlation between service quality and customer satisfaction on building brand image for Job Portal startup. In this research the writer collect the data that distributed to the active users (jobseekers) from Gawean.id by using online questionnaire and analyze the quantitative data by using PLS to get the result. The findings suggested that high quality of services boost up the customer satisfaction and then afterward this satisfaction will strengthen the company?s brand image. The writer found and use some theories and previous researches that could help to prove this research, finding out which of the two variable has the highest correlation towards brand image. Keywords: service quality, customer satisfaction, brand image, jobseekers, Gawean.id
Unemployment is one of the biggest issue faced by both, developing country and developed country. In Indonesia the unemployment rate is still considered as high compared to the other ASEAN country such as Malaysia, Singapore, Philippines, and Thailand. Today, the development of the Internet and communication technology already changed the human?s life. It also changes the recruitment process, from traditional recruitment process into an online recruitment process. The objective of this research is to measure the correlation between service quality and customer satisfaction on building brand image for Job Portal startup. In this research the writer collect the data that distributed to the active users (jobseekers) from Gawean.id by using online questionnaire and analyze the quantitative data by using PLS to get the result. The findings suggested that high quality of services boost up the customer satisfaction and then afterward this satisfaction will strengthen the company?s brand image. The writer found and use some theories and previous researches that could help to prove this research, finding out which of the two variable has the highest correlation towards brand image. Keywords: service quality, customer satisfaction, brand image, jobseekers, Gawean.id
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