Word of Mouth and Risk Perception Toward the Decision on Using Go-Jek Services

Abstract

The purpose of this study was to analyze the effect of WOM-Topics toward online transportation on using the sevice of Go-Jek in Padang City; to analyze the effect of RPSocial & Time/Convenience toward online transportation on using the service of Go-Jek in Padang City and to analyze the effect of WOM-Topics and RP-Social & Time/Convenience for taking decision on using the service of Go-Jek in Padang City. The data were collected from 384 respondents who have ever used Go-Jek for one year. The result of the study showed that (1) WOM-Topics partially has positive and significant impact on purchasing decision; (2) RP-Social & Time/Convenience partially have negative and significant impact on purchasing decision; and (3) WOM-Topics and RP-Social & Time/Convenience simultantly capable to explain the effect on purchasing decision. The value of adjusted R Square indicators was 47.4%. For online transportation (Go-Jek), they should give more attention to their services for the consumers especially for the ordering which need longer time and longer route while occuring traffic jam and the convenience of consumers when they are on the trip. Moreover, the topics that consumers discussed about with the driver generally is about the promotions and the vouchers, it showed that the consumers fond of with the promotion given by the PT. Gojek Indonesia.