PENGARUH PEOPLE, PROCESS DAN PHYSICAL EVIDENCE TERHADAP KEPUASAN KONSUMEN DALAM PENGGUNAAN JASA GOJEK

SIMANJUNTAK, JOEL HOTMA P. and Wahab, Zakaria and Nailis, Welly (2020) PENGARUH PEOPLE, PROCESS DAN PHYSICAL EVIDENCE TERHADAP KEPUASAN KONSUMEN DALAM PENGGUNAAN JASA GOJEK. Undergraduate thesis, Sriwijaya University.

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Abstract

This study is aimed to analyze the influence of people, process and physical evidence on consumer satisfaction among Students of Srwijaya University, Bukit Besar Palembang Campus. This study uses primary data using a questionnaire to decide responses from Gojek consumers. The sampling technique used in this research was non-probability sampling with a purposive sampling method distributed to 100 respondents. Analysis of the data used is the F test, t test, and multiple linear regression analysis. This results of the study indicate that all of the three variables simultaneously take effect on customer satisfication. Process and physical evidence variabel have a significant effect on customer satisfaction, while for people variable does not have a significant effect.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kepuasan Konsumen, Variabel People, Process dan Physical Evidence.
Subjects:	H Social Sciences > HF Commerce > HF1-6182 Commerce
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Users 3000 not found.
Date Deposited:	28 Jan 2020 06:40
Last Modified:	28 Jan 2020 06:40
URI:	http://repository.unsri.ac.id/id/eprint/25809

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