PENGARUH KUALITAS PELAYANAN, HARGA DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN GOJEK

LESTARI, ALIFA WIDAAD ADIIBAH (2022) PENGARUH KUALITAS PELAYANAN, HARGA DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN GOJEK. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The purpose of this study was to determine the effect of Service Quality, Price, and Customer Value on Gojek's customer satisfaction. The subjects in this study were students at the Faculty of Economics & Business, Mercu Buana University who used Gojek transportation services.The sample used in this study were 150 respondents. The sampling method was carried out by the Convenience Sampling method. This study uses Partial Least Square (PLS). The results of this study indicate that Service Quality has asignificant negative effecton Customer Satisfaction, Price has asignificant positive effecton Customer Satisfaction, Customer Value has asignificant positive effecton Customer Satisfaction. Keywords:Service Quality, Price,Customer Value, Customer Satisfaction, Gojek Tujuan penelitian ini adalah untuk mengetahui pengaruh Kualitas Pelayanan, Harga, dan Nilai Pelanggan terhadap kepuasan pelanggan Gojek. Subjek pada penelitian ini adalah mahasiswa/i di Fakultas Ekonomi&Bisnis Universitas Mercu Buana yang menggunakan jasa transportasi Gojek. Sampel yang digunakan dalam penelitian ini sebanyak 150 responden. Metode pengambilan sampel dilakukan dengan metode Convenience Sampling. Penelitian ini menggunakan Partial LeastSquare(PLS). Hasil penelitian ini menunjukkan bahwa Kualitas Pelayanan berpengaruh negatif signifikan terhadap Kepuasan Pelanggan, Harga berpengaruh positif signifikan terhadap Kepuasan Pelanggan, Nilai Pelanggan berpengaruh positif signifikan terhadap Kepuasan Pelanggan. Kata Kunci : Kualitas Pelayanan, Harga, Nilai Pelanggan, Kepuasan Pelanggan,Gojek

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 22 474
Call Number: SE/31/23/122
NIM/NIDN Creators: 43117010212
Uncontrolled Keywords: Kualitas Pelayanan, Harga, Nilai Pelanggan, Kepuasan Pelanggan,Gojek
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: ADELINA HASNA SETIAWATI
Date Deposited: 22 Feb 2023 07:18
Last Modified: 22 Feb 2023 07:18
URI: http://repository.mercubuana.ac.id/id/eprint/74278

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