Kualitas Pelayanan Mitra Gojek Terhadap Kepuasan Pengguna Layanan Go-Ride


Authors

  • Jagomos C Jansela Situmorang Politeknik Cendana, Medan, Indonesia
  • Fauzi Akbar Maulana Hutabarat Politeknik Cendana, Medan, Indonesia
  • Wong Pong Lan Politeknik Cendana, Medan, Indonesia
  • Ngajudin Nugroho Politeknik Cendana, Medan, Indonesia
  • Lisa Politeknik Cendana, Medan, Indonesia

Keywords:

Service Quality; Customer Satisfaction

Abstract

This study aims to analyze whether there is an effect of service quality on Gojek customer satisfaction. In this case the author conducted research at the Medan Cendana Polytechnic, with a sample population of 130 students of Medan Cendana Polytechnic. The sampling technique used is by distributing questionnaires via google form to 130 respondents. The results in this study indicate that service quality has a positive and significant effect on customer satisfaction. This is evidenced by the results of the t-test, that the significance value is 0.000 <0.05 and the tcount is 14,274 > ttable1,656. As for the results of the coefficient of determination that the effect of service quality on customer satisfaction is 61.1% and the remaining 38.9% is influenced by other factors.

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References

Puspitasari, S., & Widayanto, W. (2019). Analisis Faktor-Faktor Yang Memengaruhi Kepuasan Pengguna Layanan Go-Ride (Studi Pada Mahasiswa Fakultas Ilmu Sosial Dan Ilmu Politik Universitas Diponegoro). Jurnal Administrasi Bisnis, 8(1), 53–63. https://doi.org/10.14710/jab.v8i1.23769

Rahman, M. F., & Yulianti, F. (n.d.). TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN KUE HJ . ENONG BAKERY DI MARTAPURA.

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Tjiptono, F. (2016). Service, Quality, and Satisfaction. (4th ed.). Yogyakarta: Andi Offest.

Wilinny, W., Halim, C., Sutarno, S., Nugroho, N., & Hutabarat, F. A. M. (2019). Analisis Komunikasi Di PT. Asuransi Buana Independent Medan. Jurnal Ilmiah Simantek, 3(1).

Yuliana, Y., Jeffry, J., Akbar, A., Weny, W., & Jackson, M. (2019). Pengaruh Motivasi Terhadap Peningkatan Kinerja Karyawan PT. Bank Central Asia Cabang Golden Trade Medan. Jurnal Ilmiah Simantek, 3(1).


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ARTICLE HISTORY

Submitted: 2021-11-12
Published: 2021-11-30
Abstract View: 9 times
PDF Download: 3 times

Issue

Vol. 2 No. 2 (2021): November 2021

Section

Articles

Copyright (c) 2021 Jagomos C Jansela Situmorang, Fauzi Akbar Maulana Hutabarat, Wong Pong Lan, Ngajudin Nugroho, Lisa

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