PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada Pengguna Jasa Transportasi GOJEK)

IQBAL, MUHAMMAD (2020) PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada Pengguna Jasa Transportasi GOJEK). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the influence of service quality and price on customer satisfaction in online transportation (GOJEK). The population in this study were 78 students of MercuBuana University majoring in Management S1 class 2015 Jakarta. The sample used is the entire population, calculated according to the Slovin formula. The sampling method uses the saturated sample technique. Data collection methods using survey methods, the research instrument is a questionnaire. Data analysis method uses Partial Least Square. This research proves that Service Quality and Price on Online Transportation (GOJEK) affect Customer Satisfaction. Keywords: Service Quality, Price, Customer Satisfaction Penelitian ini bertujuan untuk menganalisis pengruh kualitas pelayanan dan harga terhadap kepuasa pelanggan pada transportsi online (GOJEK). Populasi dalam penelitian ini adalah sebanyak 78 mahasiswa/i Universitas Mercu Buana jurusan Manajemen S1 angkatan 2015 Jakarta. Sampel yang dipergunakan adalah seluruh populasi, dihitung berdasarkan rumus Slovin. Metode penarikan sampel menggunakan teknik sampel jenuh. Metode pengumpulan data menggunakan metode survey, dengan instrument penelitian adalah kuesioner. Metode analisis data menggunakan Partial Least Square. Penelitian ini membuktikan bahwa Kualitas Pelayanan dan Harga pada Transportasi Online (GOJEK) berpengaruh terhadap Kepuasan Pelanggan. Kata kunci: Kualitas Pelayanan, Harga, Kepuasan Pelanggan

Item Type: Thesis (S1-Sarjana)
NIM: 43115010076
Uncontrolled Keywords: Kualitas Pelayanan, Harga, Kepuasan Pelanggan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 12 Oct 2020 07:16
Last Modified: 12 Oct 2020 07:16
URI: http://repository.mercubuana.ac.id/id/eprint/57657

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