PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN GRAB DI KOTA PALEMBANG

WULANDARI, LINCE and Nofiawati, Nofiawati and Nailis, Welly (2021) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN GRAB DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

	Text RAMA_61201_01011381621174.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (2MB) | Request a copy
Preview	Text RAMA_61201_01011381621174_0010077404_0008116904_01_front_ref.pdf - Accepted Version Available under License Creative Commons Public Domain Dedication. Download (1MB) | Preview
	Text RAMA_61201_01011381621174_0010077404_0008116904_02.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (272kB) | Request a copy
	Text RAMA_61201_01011381621174_0010077404_0008116904_03.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (605kB) | Request a copy
	Text RAMA_61201_01011381621174_0010077404_0008116904_04.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (976kB) | Request a copy
	Text RAMA_61201_01011381621174_0010077404_0008116904_05.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (204kB) | Request a copy
	Text RAMA_61201_01011381621174_0010077404_0008116904_06_ref.pdf - Bibliography Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (165kB) | Request a copy
	Text RAMA_61201_01011381621174_0010077404_0008116904_07_lamp.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (376kB) | Request a copy
	Text RAMA_61201_01011381621174_TURNITIN.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (10MB) | Request a copy

Abstract

Grab merupakan sebuah perusahaan yang bergerak dibidang pelayanan jasa transportasi daring. Perusahaan jasa dalam mencapai kepuasan pelanggan perlu menitikberatkan pada kualitas pelayanannya. Tujuan dari peneltian ini adalah untuk melihat bagaimana pengaruh kualitas pelayanan yang dipetakan dalam dimensi tangible, reliability, responsiveness, assurance dan emphaty pada kepuasan pelanggan Grab di Kota Palembang. Metode yang digunakan adalah regresi linear berganda, Uji t serta Uji F. Pengumpulan data digunakan menggunakan kuesioner daring dan diolah menggunakan perangkat lunak pengolah data SPSS. Hasil penelitian menunjukan bahwa terdapat pengaruh Kualitas pelayanan jasa terhadap kepuasan pelanggan Grab secara simultan dan parsial. Lebih lanjut diketahui bahwa dimensi yang paling dominan berpengaruh terhadap kepuasan pelanggan Grab adalah empathy.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, Tangible, Reliability, Responsiveness, Assurance and Empathy
Subjects:	H Social Sciences > HE Transportation and Communications > HE1-9990 Transportation and communications
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Ms Lince Wulandari
Date Deposited:	22 Sep 2021 06:59
Last Modified:	22 Sep 2021 07:11
URI:	http://repository.unsri.ac.id/id/eprint/54471

Actions (login required)

View Item