Gojek is one of the motor hailing startup company which successfully become the decacorn company in Indonesia. However currently Gojek is facing Grab as its biggest competitor. Similar product offered and price war between them, makes the consumer easily switch from one to another brand. Therefore, this research would like to understand whether quality of service is important factor to win the market. Based on past research service quality has an impact towards satisfaction and satisfied consumer also will increase the willingness to spread word of mouth. Thus, the purpose of this research is to understand the impact of mobile service quality towards word of mouth with mediating variable of Satisfaction in one of the companies with economy sharing business model, which is Gojek. Structural equation modelling (SEM) with mediating variable is conducted and the result shows that satisfaction has a mediating effect between, efficiency-word of mouth, responsiveness-word of mouth, and contact-word of mouth, however it is statistically insignificant. Furthermore, conclusion cannot be derived from SEM result, as there is validity issue with the data.

Gojek is one of the motor hailing startup company which successfully become the decacorn company in Indonesia. However currently Gojek is facing Grab as its biggest competitor. Similar product offered and price war between them, makes the consumer easily switch from one to another brand. Therefore, this research would like to understand whether quality of service is important factor to win the market. Based on past research service quality has an impact towards satisfaction and satisfied consumer also will increase the willingness to spread word of mouth. Thus, the purpose of this research is to understand the impact of mobile service quality towards word of mouth with mediating variable of Satisfaction in one of the companies with economy sharing business model, which is Gojek. Structural equation modelling (SEM) with mediating variable is conducted and the result shows that satisfaction has a mediating effect between, efficiency-word of mouth, responsiveness-word of mouth, and contact-word of mouth, however it is statistically insignificant. Furthermore, conclusion cannot be derived from SEM result, as there is validity issue with the data.

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