Kualitas Pelayanan Transportasi Online (GrabBike) Terhadap Kepuasan Pelanggan

Authors

  • Regina S. Mongilala Program Administrasi Bisnis, Fakultas Ilmu Sosial dan Politik, Universitas Sam Ratulangi
  • Johny A. F. Kalangi Program Administrasi Bisnis, Fakultas Ilmu Sosial dan Politik, Universitas Sam Ratulangi
  • Olivia F. C. Walangitan Program Administrasi Bisnis, Fakultas Ilmu Sosial dan Politik, Universitas Sam Ratulangi

Abstract

This study aims to determine the effect of Online Transportation Service Quality (GrabBike) on Customer Satisfaction in Business Administration Students at Sam Ratulangi University Manado. This type of research uses a quantitative approach, with data collection methods using questionnaires. This study used a sample of 84 respondents. Data analysis techniques used in this study are the Validity and Reliability Test, Simple linear regression analysis, t test, correlation analysis and coefficient of determination. Hypothesis testing result states that the value of t count is greater than t table, so it can be concluded tha t the quality of service affects customer satisfaction. Correlation coefficient test results included at a strong relationship between service quality variables on customer satisfaction and based on the results of the coefficient of determination test states that customer satisfaction variables are influenced by service quality variables while the rest are influenced by other variables not examined.

References

Angely, Gisyel. 2019. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Service Pada PT. Astra International Tbk. -Daihatsu Malalayang. Jurnal Administrasi Bisnis Vol.8, No.2.

Juwita Elisabeth Poluan. 2017. Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Pada Golden Supermarket Manado. Jurnal Administrasi Bisnis. Vol 05. No 02.

Jasfar, Farida. 2012. Teori dan Aplikasi Sembilan Kunci Keberhasilan Bisnis Jasa. Jakarta: Selemba Empat

Kotler, Philip and Kevin Lane Keller. 2009. Manajemen Pemasaran. Jilid 1. Jakarta: Edisi Ketigabelas. Erlangga.

Kotler, Philip and Kevin Lane Keller. 2012. Manajemen Pemasaran di Indonesia: Analisis Perencanaan Implementasi dan Pengendalian. Jakarta: Selemba Empat

Tjiptono, Fandy. 2009. Strategi Pemasaran. Edisi 3, Yogyakarta: ANDI.

----------, 2011. Pemasaran Jasa. Yogyakarta: Andi

Tjiptono, Fandy dan Chandra, Gregorius. 2012. Pemasaran Strategik. Edisi 2. Yogyakarta: Andi Offset.

Umar, H. 2003. Metode Riset Perilaku Konsuumen Jasa, Jakarta: Ghalia Indonesia.

Downloads

Published

2020-07-31

How to Cite

Mongilala, R. S., Kalangi, J. A. F., & Walangitan, O. F. C. (2020). Kualitas Pelayanan Transportasi Online (GrabBike) Terhadap Kepuasan Pelanggan. Productivity, 1(3), 246–250. Retrieved from https://ejournal.unsrat.ac.id/v3/index.php/productivity/article/view/29720

Issue

Section

Articles

Most read articles by the same author(s)

1 2 3 4 5 6 7 8 > >>