PENGARUH KUALITAS LAYANAN GO-JEK TERHADAP KEPUASAN KONSUMEN DI KOTA PALEMBANG

AL AFIF, MUHAMMAD SHALEH and Widad, Ahmad and Rosa, Aslamia (2019) PENGARUH KUALITAS LAYANAN GO-JEK TERHADAP KEPUASAN KONSUMEN DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research’s purpose is to acknowledge the influence of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4) and Empathy (X5) variables on Consumer Satisfaction in Palembang City. This study uses primary data obtained through questionnaires, samples taken as many as 100 people in the city of Palembang, which uses the Non-Probability Sampling method with Accidental Sampling techniques. The analysis technique used is multiple linear regression analysis, F test and T test. F test results (simultaneous) tangible, reliability, responsiveness, assurance and empathy have simultaneous influence to customer satisfaction. While results of the T test (partial) independent variable service quality partially have a positive and significant effect to consumer satisfaction Go-Jek in Palembang. The most dominant variable influencing the satisfaction of Go-Jek consumers in Palembang is the Reliability variable (X2).

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Service Quality, Consumer Satisfaction
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: 01-Faculty of Economics > 61201-Management (S1)
Depositing User: Users 2498 not found.
Date Deposited: 11 Jul 2019 05:01
Last Modified: 14 Oct 2019 11:21
URI: http://repository.unsri.ac.id/id/eprint/132

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