ZULCHAIDIR, MUHAMMAD RIZKI (2019) PENGARUH KUALITAS LAYANAN DRIVER GRABBIKE TERHADAP TINGKAT KEPUASAN KONSUMEN PADA MAHASISWA UNIVERSITAS MERCU BUANA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to determine the effect of Grabbike driver service quality on the level of customer satisfaction at Mercu Buana University students. The research approach used was a quantitative approach with explanatory survey method conducted by distributing questionnaires to students of Mercu Buana University who were passengers of Grabbike (N=121). The results showed that the quality of Grabbike Driver service had an effect of 44.6% on consumer satisfaction on students. While the remaining 55.4% can be explained by other factors not examined. Thus, it is expected that there will be an increase in the quality of services provided by Grabbike drivers to Grabbike consumers so that Mercu Buana University students become Grabbike customers. Keywords: quality of service, customer satisfaction Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan driver Grabbike terhadap tingkat kepuasan konsumen pada mahasiswa Universitas Mercu Buana. Pendekatan penelitian yang digunakan adalah pendekatan kuantitatif dengan metode explanatory survey yang dilakukan dengan menyebarkan kuesioner kepada mahasiswa Universitas Mercu Buana yang menjadi penumpang Grabbike (N=121). Hasil penelitian menunjukkan bahwa kualitas layanan Driver Grabbike berpengaruh sebesar 44,6% terhadap kepuasan konsumen pada mahasiswa. Sedangkan sisanya sebesar 55,4% dapat dijelaskan oleh faktor-faktor lain yang tidak diteliti. Dengan demikian, diharapkan adanya peningkatan kualitas layanan yang diberikan driver Grabbike kepada konsumen Grabbike agar mahasiswa Universitas Mercu Buana menjadi pelanggan Grabbike. Kata Kunci: kualitas layanan, kepuasan konsumen
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FP/PSI. 19 164 |
| NIM/NIDN Creators: | 46114010128 |
| Uncontrolled Keywords: | kualitas layanan, kepuasan konsumen |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 100. Philosophy and Psychology/Filsafat dan Psikologi 100 Philosophy and Psychology/Filsafat dan Psikologi > 100. Philosophy and Psychology/Filsafat dan Psikologi > 100.1-100.9 Standard Subdivisions of Philosophy and Psychology/Subdivisi Standar Dari Filsafat dan Psikologi 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi |
| Divisions: | Fakultas Psikologi > Psikologi |
| Depositing User: | Virda Syifa |
| Date Deposited: | 06 Mar 2019 01:04 |
| Last Modified: | 10 May 2022 02:46 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/47447 |
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