Influence Of Satisfaction, Commitment, And Trust Customer To Customer Loyalty Gojek Users In Bandar Lampung

In this modern era, people have various activities and to fulfill the needs of these activities, people need transfers as fork equipment or auxiliary equipment in carrying out their activities. One of the online transfer services currently available among the public is Gojek Indonesia, which is an online transfer service application that can be used on smartphones. To offer compliance to its customers, currently the services offered by Gojek range from a service system for accompanying passengers using motorized transportation, a food delivery service system, to a one day grocery shopping service system. The aim of this research is to identify the effects of Happiness, Commitment and Confidence in Compliance on Gojek consumers in Bos Lampung. The research used is quantitative research and the sampling method used in this research is probability sampling. The number of examples obtained was 81 respondents, namely Gojek clients in Bos Lampung. Based on the research results, it shows that satisfaction and trust elasticities have an impact on Gojek client compliance in Bos Lampung, while for elastic commitments it has no effect on Gojek client compliance in Bos Lampung. In this research the elastic effects of Satisfaction, Commitment and Confidence affect 78% of Gojek client compliance in Bos Lampung. Conversely, more than 22% is influenced by other aspects not monitored in this research. .

Gojek wants to help its customers fulfill their needs, such as online motorcycle taxis and taxis, making purchases, buying food, and the like with Goride, Gocar, Gofood, and Goshop services. Not only that, #KasihOveran to help drivers by distributing paid money through the application. It is hoped that this stage will help and burn the drivers who have been willing to break the risk in the midst of the serious situation of the COVID-19 pandemic and the lack of orders during the COVID-19 pandemic which resulted in the inclusion of drivers.
By conducting a pre-survey on 100 respondents who tested it in Bos Lampung, the online motorcycle taxi service clients they most often use are Gojek at 87% and they recommend other people when using Gojek online motorcycle taxi services at 80%. Information from pre-survey results proves that more than 50% of Gojek online transfer clients are loyal to the services they use. And with the alibi of price, security, and speed, the things that make them use Gojek compared to Grab are 87% of consumers of online transfer services in Bos Lampung.

LITERATURE REVIEW Satisfaction
For Zakaria Afiff Adi (2016;46): "Client Happiness is the level of a person's feelings after equating the ability of the results experienced with his hopes." For Aryani (2016; 47): "Industries that have loyal clients will be able to reduce expenses for sales and marketing fees that will achieve large marketing capacity and the industry will get new clients through positive communication". For Maulana (2016;18): "Client happiness will come true if the level of client perception of services obtained from a service industry is similar to or exceeds the level of client expectations for client services." According to research conducted by Sapmaya Wulan (2011;167): "Determining client desires is an important thing that must be done by an industry to achieve goals and produce marketing through client satisfaction and basically the industry experiences 2 groups of consumers, namely new customers and returning customers.
Client happiness is a condition where the client's desires, dreams and needs are fulfilled. A service is considered a relief if it can fulfill the wishes and dreams of its customers. There are several aspects that clients can think about in considering a service for Leonard L. Benny (2016; 18), namely: For Wang (2011; 59): "Client Commitment is the degree to which the client is bound in an emotional way to a particular brand. For Wang (2011; 60): "Customer Commitment is the client's eternal will to continue the relationship with the merchant accompanied by the will to make efforts to maintain it". For Wang (2011; 63): "Commitment is the force that binds a person to action related to one or more goals". So that it can be concluded that Commitment is the willingness and availability of the client to try to continue and maintain a bond with a brand that is bound by emotion.
For Tool Kharis (2011; 55) the markers of agency commitment are: 1. Will 2. Loyalty 3. Pride 4. Rules 5. Income For Upamanyu (2012;34): "Client confidence is a feeling of comfort that a client has in dealing with a brand". For Delgado and Aleman (2013; 11): "Client trust is defined as a feeling of comfort that a client has in interacting with a brand, if it is based on the assumption that the brand can be relied upon and is responsible for the needs and safety of the client". For Delgado and Aleman (2013; 12): "Client trust is the desire of clients in general to trust the brand's expertise to carry out its stated benefits". So it can be concluded that Client Confidence is a comfortable feeling that a client has in dealing with a brand based on the assumption that the brand can be relied on for its benefits and its ability to meet customer needs.  Upamanyu (2012;34): "Client confidence is a feeling of comfort that a client has in dealing with a brand". For Delgado and Aleman (2013; 11): "Client trust is defined as a feeling of comfort that a client has in interacting with a brand, if it is based on the assumption that the brand can be relied upon and is responsible for the needs and safety of the client". For Delgado and Aleman (2013; 12): "Client trust is the desire of clients in general to trust the brand's expertise to carry out its stated benefits". So it can be concluded that Client Confidence is a comfortable feeling that a client has in dealing with a brand based on the assumption that the brand can be relied on for its benefits and its ability to meet customer needs.
Markers of Confidence For Maharani (2014;34) there are 4 markers in the elasticity of belief, namely: 1. Reliability 2. Honesty 3. Concern 4. Credibility 5.Convenience Loyalty Zakaria Afiff Adi. (2016): "Client Compliance Means that the client only buys one specific brand and does not take over, regardless of any agreement offered." For Kotler and Keller (2016;153): "Compliance has been defined as a consistently held commitment to repurchase or repatronize a preferred product or service in the future despite situational consequences and sales efforts that have the potential to cause switching attitudes". That way it can be claimed that Client Compliance is a client's commitment to then repurchase a product or service they like without changing brands. For Griffin (2016;176)

A. Types of research
The type of research used in this research is quantitative research. Quantitative research is a type of research whose specifications are analytical, planned, and clearly organized from the start to the formulation of the research concept. For Sugiyono (2011; 216), "research based on the metaphysics of positivism, is used to study populations or specific illustrations and collect information using research instruments, analyzing data of a quantitative or statistical nature, with the aim of testing assumptions or temporary assumptions that have been formalized". The research concept used in this research is descriptive research. Descriptive research is research that is carried out by observing, checking, tracking and monitoring to obtain facts from an existing sign, event, incident or condition and seek explanations in an actual way and obtain evidence for signs or incidents so that it can be used as a basis make a solution to the problem.

B. Population and Sample
This research uses a non-probability sampling method (collection of random illustrations) for collecting illustrations. For Sugiyono (2011; 218): "Research on non-probability sampling (collection of random illustrations) in this research uses the accidental sampling method, accidental sampling is a method of collecting illustrations". The benchmark for respondents in collecting this illustration is as follows: 1. Adults 16 years and over 2. Minimum student or high school 3. Have used Gojek at least 3 times The population in this research is motorcycle taxi consumers, the total population used in this research is 325 people. In this research, the number of illustrations used was 81 respondents.

RESULTS AND DISCUSSION Research result
This research is based on the essay on the Consequences of Happiness, Commitment, and Client Confidence in Compliance with Gojek Consumer Clients in Bos Lampung. With a total of 81 respondents, online motorcycle taxi consumers in the city of Bos Lampung, with the following explanation from the respondents: From the chart above, it can be seen that the benchmark for respondents based on genital type obtained a percentage of 45.83% for male genital type respondents with a total of 44 respondents while for female genital type with a percentage of 54.17% with a total of 52 respondents. Based on this explanation, it can be explained that the majority of respondents in this study were of the female genital type. From the chart above it can be seen that the standard of respondents is based on age level, the highest percentage is 34.56% with respondents with an age level of 28-37 years with a total of 28 respondents. Meanwhile, for the lowest percentage, it was 13.58% with an age level of 48-57 years with a total of 11 respondents. Based on this explanation, it can be explained that the majority of respondents in this research were aged 28-37 years. From the chart above, it can be seen that the standard based on the type of profession obtained the highest percentage of 35.80% with respondents with a level of type of profession of students or students with a total of 29 respondents. Conversely, for the lowest percentage of 7.42% with the type of profession of State Employees with a total of 6 respondents. Based on the explanation above, it can be explained that most respondents in this research are at the level of professional type as students or students. From the chart above, it can be seen that the benchmark is based on the level of learning, the highest percentage is 39.50% with respondents with an undergraduate level of learning with a total of 32 respondents. On the other hand, the lowest percentage is 1.24% with a master's degree with 1 respondent. Based on the above explanation, it can be explained that most of the respondents in this research came from the S1 learning level.

Analysis Results
Experimental Results The analysis was assisted by the SPSS type 25 2022 computerized program, which was tried on 81 respondents, namely consumers of Gojek transportation services in Bos Lampung with a total of 40 questions with the following results.

Validity Instrument Test Results
The validity experiment was tested on the answers of 81 respondents. This value is the number of relationships between each item and the total number of items. With 81 respondents, a ttable of 0.216 (embedded ttable) was obtained. To determine whether a questionnaire item is breastfed or not with the following description: Under the collection of Trial Validity determinations a. If the numbers rcount rtable until claimed valid b. If the rcount<; rtable until claimed to be invalid With under the collection of valuable decisions rhitung Rtable 0.216 (rtable embedded) which means the item is a statement ASI and can be continued to the next experiment. Based on the validity experiment above elastic (X1) satisfaction can be concluded if the test with 10 statement items was tried on 81 respondents where all statement items were tied to ASI. The result is elastic (X1) Satisfaction for all problem items is complete and can be continued to the reliability trial. With under the collection of valuable decisions rhitung Rtable 0.216 (rtable embedded) which means the item is a statement ASI and can be continued to the next experiment. Based on the validity experiment above elastic (X2) commitment, it can be concluded that the test with 10 statement items was tried on 81 respondents where all problems were related to breastfeeding. The result is elastic (X2) The commitment for all statement items is complete and can be continued to the reliability trial. With under the collection of valuable decisions rhitung Rtable 0.216 (rtable embedded) which means the item is a statement ASI and can be continued to the next experiment. Based on the validity experiment above the elastic (X3) Confidence can be concluded if the test with 10 statement items which was tried on 81 respondents where for all problems with breastfeeding ties. The result is elastic (X3) Confidence for all statement items is complete and can be continued to reliability trials. With the bottom collection of determinations worth r count r table 0, 216 ( embedded r table) which means the item statement ation can be continued to the next experiment. Based on the validity of the above elastic (Y) Customer Compliance test, it can be concluded that the test with 10 statement items that was tried on 81 respondents made all problems related to breastfeeding. As a result elastic (Y) Customer compliance for all statement items is complete and can proceed to reliability testing. Based on the output of the reliability experiment above using 10 statement items tested on 81 respondents, it can be concluded that the Satisfaction Elasticity has a Cronbach's Alpha value of 0.7870.60. As a result, it can be said that the research instrument on Satisfaction Elasticity (X1) is reliable and can be obtained. . Based on the output of the reliability experiment above using 10 statement items tested on 81 respondents, it can be concluded that Elastic Commitment has a Cronbach's Alpha value of 0.879 0.60. As a result, it can be said that the research instrument on Elastic Freedom (X2) Commitment is reliable and can obtained. Based on the output of the reliability experiment above using 10 statement items tested on 81 respondents, it can be concluded that the Cronbach's Alpha has a Cronbach's Alpha value of 0.6110. . Table 4.12 Test Results of Consumer Loyalty Reliability (Y).

Table 4.12 Trust Reliability Test Results (Y) Reliability Statistics
Cronbach's Alpha N of Items 0,719 10

Source: SPSS 2022
Based on the output of the reliability experiment using 10 statement items that were tested on 81 respondents, it can be concluded that the Customer Compliance Elasticity has a Cronbach's Alpha value of 0.7190. can be obtained.

Normality Test Results
In this research, to test the normality of the information, it was carried out through the One-Sample Kolmogorov-Smirnov Test, Histogram Diagram Experiment and PP-Plots. Under the collection of determinations to test the normality of the data using the One-Sample Kolmogorov-Smirnov Test, namely: mad. Without the angka Sig 0.05 to normally distributed numbers b. If the number Sig&lt; 0.05 to non-normally distributed numbers  (2-tailed) ,200 c,d a. Test distribution is Normal. b. Calculated from data. c. Lilliefors Significance Correction. d. This is a lower bound of the true significance.

Source: SPSS 2022
The results of the normality test experiment using the One-Sample Kolmogorov-Smirnov Test above prove that all research elasticities have a significance value of 0.200 0.05 as a result it can be concluded that the information in the research is distributed fairly.

Figure 4.3 Output PP-Plots
Not only using the One-Sample Kolmogorov-Smirnov Test, the normality experiment in this research uses a PP-Plot diagram. Based on the results of the probability plots reasonable trials, the method of the diagram above can be concluded that the points trace the diagonal line from point 0 and do not extend too far, so that it can be concluded that the information is distributed fairly.

Figure 4.4 Output Histogram
Graph of Normality Test Histogram between Satisfaction variables (X 1 ) Commitment (X 2 ) Faith (X 3 ) with the variable (Y) Customer Loyalty it can be concluded that the data is normally distributed. This is based on the bellshaped line graph histogram where the more the bell forms, the more it shows the normality of the data.

Multiple Linear Regression Test Results
Multiple Linear Regression Analysis is attempted to determine whether 2 or more independent elastics (X1 X2, and X3) affect the bound elastic (Y) and how much effect the free elastic (X1 X2, and X3) have on the bound elastic (Y).

Hypothesis testing
In this research with the essay on the Effects of Happiness, Commitment, and Client Confidence in Gojek Consumer Client Compliance in Bos Lampung where to identify whether or not the free elastic happiness (X1), Commitment (X2) and Confidence (X3) affect the bound elastic (Y) Client compliance until a presumption trial is attempted. The presumption experiment is attempted to determine something, so that it can accumulate facts in the form of data in determining decisions whether to deny or accept evidence from statements or assumptions that have been made. 4.4.1 Test Results t a. The t experiment is used to find out whether the independent variables are between satisfaction b. (X1) Commitment (X2) Confidence (X3) partially or individually affects or not to elastic bound Client Compliance (Y). c. Resolution collection policy: d. When the value of sig&amp;lt; 0, 05, or thitung e. ttable until there is an impact of each flexible flexible (X1, X2 and X3) on the bound elastic (Y) until H1 is obtained. f. If the sig number is 0.05 or tcount<; ttable so that there is no effect of each independent elastic (X1, X2 and X3) on the bound elastic (Y) until H1 is rejected.
With details confirm ttable as follows: a. Using a ttable with a confidence level of 95% = 0.05 b. Method to find ttable= t( a or 2; n-k) c. Until t=(0, 05 or 2)= 0, 025 and (81-3)   Based on the output results above, we can identify significant figures for the effect of Satisfaction (X1) Commitment (X2) Confidence (X3) simultaneously or together on Customer Compliance (Y) of Fcount 91, 108 2.72 Ftable and Sig 0. 000&lt; 0.05 as a result it can be concluded that Satisfaction (X1) Commitment (X2) Confidence (X3) simultaneously or jointly influences Gojek Client Compliance in Lampung boss. As a result, this proves that the assumption H4 is accepted.

Test Results for the Coefficient of Determination of R 2
Test Coefficient of Assurance R2 which means as a result of the free elastic provided Satisfaction (X1) Commitment (X2) Confidence (X3) to the bound elastic (Y) Consumer Discipline or in other words the value of the coefficient of assurance or R2 is useful for calculating and seeing how the amount of participation due to the elastic given freely (X1 X2 and X3) jointly to (Y). Based on the output of the chart above, it is described as follows: 1. R: the coefficient of the accepted relationship is 0.883 which means the elastic effect of Satisfaction (X1) Commitment (X2) Confidence (X3) to (Y) Client Compliance is 0.883. 2. R Square: R2 of 0.780 will be changed to a percentage of 78% which means elastic Satisfaction (X1) Commitment (X2) Confidence (X3), affecting 78% of (Y) Compliance with Gojek customers in Bos Lampung.. Conversely, more than 22% is influenced by other aspects not monitored in this research.

The Effect of Satisfaction (X 1 ) Commitment (X 2 ) Faith (X 3 ) Against Customer Loyalty (Y)
In a literal way obedience means loyalty, or obedience can be meant as something obedience. This obedience is obtained without any pressure, but sticking out from one's own understanding. Client compliance is customer obedience to the company or product or service used. In this research for Elastic Compliance Clients (Y) there are 5 indicators which include Making Returns, Proposing to Others, Paying More, Cooperative and Religion with 10 statement items. Consequences of Satisfaction (X1) Commitment (X2) Confidence (X3) simultaneously or jointly to Customer Compliance (Y) sourced from the results of the F trial obtained a number of Fcount 91, 108 2,