PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI ONLINE MAXIM DI KOTA PALEMBANG

RUWANANDA, M. EDWIN and Nailis, Welly (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI ONLINE MAXIM DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine the effect of Service Quality on Customer Satisfaction of online transportation services in Palembang City. The research method used is a quantitative method with a type of comparative causal research. The data used in the study are primary and secondary data. The sampling technique uses purposive sampling technique. This study used a sample of 100 respondents who were people living in Palembang City. Based on the statistical t test conducted, it can be concluded that the variables of reliability and tangible partially have a significant effect on Maxim customer satisfaction indicated by a significant 0.030 <0.05 on the reliability variable and 0.000 < 0.05 on the tangible variable. Based on the statistical t test conducted, it can be concluded that the variables responsiveness, assurance and empathy partially do not have a significant effect on Maxim customer satisfaction indicated by significant 0.668> 0.05 on the variable responsiveness, significant 0.443 > 0.05 on the variable guarantee and significant 0.533 > 0.05 on the variable empathy. Based on the simultaneous F test obtained significant values of 0.000 < 0.05, it can be concluded that Reliability. Responsiveness, Assurance. Empathy and Tangible to Maxim customer satisfaction. The amount of independent influence on the dependent variable was 35.7%, the rest was influenced by other variables outside the study.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Kepuasan Pelanggan
Subjects:	H Social Sciences > HB Economic Theory > HB1-3840 Economic theory. Demography H Social Sciences > HB Economic Theory > HB3711-3840 Business cycles. Economic fluctuations H Social Sciences > HB Economic Theory > HB615-715 Entrepreneurship. Risk and uncertainty. Property
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	M. Edwin Ruwananda
Date Deposited:	18 Jul 2023 05:26
Last Modified:	18 Jul 2023 05:26
URI:	http://repository.unsri.ac.id/id/eprint/118346

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