This study investigates the intricate dynamics influencing customer satisfaction within the context of GOJEK, a prominent ride-hailing and multi-service platform. Focused on the crucial factors of perceived ease of use, perceived usefulness, and trust, our exploration seeks to unravel their collective impact on customer satisfaction. Employing a quantitative research design, survey data from GOJEK users is analyzed to discern patterns and relationships. The findings contribute valuable insights to the understanding of customer satisfaction in the context of multi-service platforms, shedding light on the role of user experience, utility, and trust in shaping overall satisfaction.

customer satisfaction, perceived ease of use, perceived usefulness

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