PENGARUH KUALITAS LAYANAN DRIVER GRABBIKE TERHADAP TINGKAT KEPUASAN KONSUMEN PADA MAHASISWA UNIVERSITAS MERCU BUANA

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)
NIM: 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: 06 Mar 2019 01:04
URI: http://repository.mercubuana.ac.id/id/eprint/47447

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