PENGARUH KUALITAS PELAYANAN, HARGA DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI ONLINE GRABCAR DI JAKARTA

RUSMANDANA, ADI TORIO (2020) PENGARUH KUALITAS PELAYANAN, HARGA DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI ONLINE GRABCAR DI JAKARTA. S1 thesis, Universitas Mercu Buana.

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Abstract

His study aims to determine the effect of Service Quality, Price and Promotion on Customer Satisfaction of users of GrabCar online transportation services in Jakarta. The sampling technique in this study uses purposive sampling. This study was conducted on 115 respondents who used GrabCar online transportation in Jakarta. Analysis of the data used is statistical analysis in the form of multiple linear regression tests processed using SPSS version 21. The results of the analysis using SPSS show that there is a significant effect on service quality between service quality on customer satisfaction as evidenced by the t test namely t arithmetic (4.985)> t table (1.655) and sig. 0,000 < 0.005 and the price there is a significant effect between price and customer satisfaction which has a value of t arithmetic (3,600)> t table (1,655) and sig, 0,000 <0,05 while Promotion there is a positive but not significant effect between promotions on customer satisfaction evidenced by the t test (0.866) <t table (1.655) and sig. 0.394> 0.05. Keywords: Service Quality, Price, Promotion, Customer Satisfaction Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Pelayanan, Harga dan Promosi terhadap Kepuasan Pelanggan pengguna jasa transportasi online GrabCar Di Jakarta. Teknik pengambilan sampel dalam penelitian ini menggunakan Purposive Sampling. Penelitian ini dilakukan terhadap 115 responden pengguna trasnportasi online GrabCar diJakarta. Analisa data yang digunakan adalah analisis statistik dalam bentuk uji regresi linear berganda yang diolah menggunakan SPSS versi 21. Hasil analisis menggunakan SPSS menunjukan bahwa Kualitas Pelayanan ada pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan pelanggan yang dibuktikan dengan uji t yakni t hitung (4,985) > t tabel (1,655) dan sig. 0,000 < 0,005 dan harga ada pengaruh yang signifikan antara harga dan kepuasan pelanggan yang memiliki nilai t hitung ( 3,600) > t tabel (1,655) dan sig, 0,000 < 0,05 sedangkan Promosi ada pengaruh positif namun tidak signifikan antara promosi terhadap kepuasaan pelanggan yang dibuktikan dengan uji t hitung ( 0,866) < t tabel (1,655) dan sig. 0,394 > 0,05. Kata kunci: Kualitas Pelayanan, Harga, Promosi, Kepuasaan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 095
NIM/NIDN Creators: 43113110004
Uncontrolled Keywords: Kualitas Pelayanan, Harga, Promosi, Kepuasaan Pelanggan
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.1 Museum Services to Patrons/Layanan Museum untuk Pelanggan
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.1 Museum Services to Patrons/Layanan Museum untuk Pelanggan > 069.13 Museum Services to Patrons/Layanan Museum untuk Pelanggan
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.1 Museum Services to Patrons/Layanan Museum untuk Pelanggan > 069.13 Museum Services to Patrons/Layanan Museum untuk Pelanggan > 069.132 Museum Services to Patrons/Layanan Museum untuk Pelanggan
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 25 Feb 2022 06:28
Last Modified: 08 Mar 2022 01:47
URI: http://repository.mercubuana.ac.id/id/eprint/56832

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