Kualitas Pelayanan Transportasi Online (GrabBike) Terhadap Kepuasan Pelanggan

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.