The Effect of Service Quality on Indrive Online Transportation Consumer Satisfaction in Watutumou Village Community, Kalawat District, North Minahasa Regency
DOI:
https://doi.org/10.35797/ejp.v6i1.55806Keywords:
Service Quality, Consumer SatisfactionAbstract
The aim of this research is to determine the effect of Service Quality on Consumer Satisfaction. This type of research is quantitative descriptive with the population in this research being the Watutumou village community whose research sample consists of 100 respondents. The data collection technique uses a Likert scale questionnaire with data analysis using the Simple Correlation Coefficient instrument test, simple linear regression analysis, Hypothesis Testing, Determinization Coefficient Test by processing data using SPSS version 23. The results of the research show that service quality has a significant influence on the level of satisfaction of InDrive consumers , with punctuality of arrival and ease of use of the application being the most dominant factors. InDrive needs to continue to improve service quality, by focusing on aspects that significantly influence customer satisfaction. Suggestions that can be given are improving aspects of service quality, including speed of service, comfort of using the application, responsiveness to customer feedback, and vehicle maintenance. Furthermore, it is important for Indrive to regularly collect and evaluate customer feedback to continuously improve user experience. In this way, Indrive can strengthen its position in the market and achieve sustainable competitive advantage.
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