PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI ONLINE GOJEK DENGAN METODE SERVQUAL DI KECAMATAN PASARKEMIS

Natalia, Gita Fitri (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI ONLINE GOJEK DENGAN METODE SERVQUAL DI KECAMATAN PASARKEMIS. Skripsi thesis, Universitas Muhammadiyah Tangerang.

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Abstract

The purpose of this research can provide insight to Gojek and other platforms
about aspects that need to be improved in their service quality to increase
customer satisfaction. In this study, researchers used the SERVQUAL (Service
Quality) method to analyze the effect of Gojek service quality on customer
satisfaction. The SERVQUAL method measures service quality through five main
dimensions, namely: 1. Tangibles (Physical Evidence) 2. Reliability
3. Responsiveness 4. Warranties (Guarantees) 5. Empathy (Empathy). In the tests
that have been carried out, the significance value of physical evidence is 0.957,
empathy is 0.579, measured at 0.918, responsiveness is 0.824, and assurance is
1.027. Based on the results of the study, in the hypothesis test research that has
been carried out, it can be concluded that there is an influence between all
indicators in service quality on customer satisfaction. AQZS8

Item Type:	Thesis (Skripsi)
Contributors:	Contribution Contributors Nidn Email Thesis advisor Widodo, Tri 0426058302 tiga_wd@yahoo.co.id
Additional Information:	SILAHKAN MENGHUBUNGI ADMIN PERPUSTAKAAN SEUSAI JURUSAN JIKA MENGINKAN FULL PAPER
Uncontrolled Keywords:	Keywords: Service Quality, Customer Satisfaction, ServQual, Online Ojek Transportation.
Subjects:	T Technology > TS Manufactures
Divisions:	Fakultas teknik > Industri
Depositing User:	Ms Eca Luciana
Date Deposited:	19 Jan 2025 04:21
Last Modified:	19 Jan 2025 04:21
URI:	http://repository.umt.ac.id/id/eprint/846

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