PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN KUALITAS WEBSITE TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI OJEK ONLINE (GO-JEK) (Studi pada Masyarakat Pengguna Gojek di Kota Padang)

ULFA, RAHMI (2025) PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN KUALITAS WEBSITE TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI OJEK ONLINE (GO-JEK) (Studi pada Masyarakat Pengguna Gojek di Kota Padang). S1 thesis, Universitas Mercu Buana - Menteng.

[img] Text (COVER)
43121010258-Ulfa Rahmi-01 Cover - Ulfa Rahmi.pdf
Download (303kB)
[img] Text (BAB 1)
43121010258-Ulfa Rahmi- 02 BAB 1 - Ulfa Rahmi.pdf
Restricted to Registered users only
Download (159kB)
[img] Text (BAB 2)
43121010258-Ulfa Rahmi- 03 BAB 2 - Ulfa Rahmi.pdf
Restricted to Registered users only
Download (309kB)
[img] Text (BAB 3)
43121010258-Ulfa Rahmi- 04 BAB 3 - Ulfa Rahmi.pdf
Restricted to Registered users only
Download (242kB)
[img] Text (BAB 4)
43121010258-Ulfa Rahmi- 05 BAB 4 - Ulfa Rahmi.pdf
Restricted to Registered users only
Download (528kB)
[img] Text (BAB 5)
43121010258-Ulfa Rahmi- 06 BAB 5 - Ulfa Rahmi.pdf
Restricted to Registered users only
Download (103kB)
[img] Text (DAFTAR PUSTAKA)
43121010258-Ulfa Rahmi- 08 Daftar Pustaka - Ulfa Rahmi.pdf
Restricted to Registered users only
Download (216kB)
[img] Text (LAMPIRAN)
43121010258-Ulfa Rahmi-09 Lampiran - Ulfa Rahmi.pdf
Restricted to Registered users only
Download (1MB)

Abstract

Meningkatnya popularitas layanan ojek online dan persaingan yang ketat di industri ini menjadi latar belakang penelitian ini. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, persepsi harga, dan kualitas website terhadap kepuasan pelanggan jasa transportasi ojek online (Go-Jek) di Kota Padang. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, persepsi harga, dan kualitas website terhadap kepuasan pelanggan jasa transportasi ojek online (Go-Jek) di Kota Padang. Fenomena meningkatnya popularitas layanan ojek online dan persaingan yang ketat di industri ini menjadi latar belakang penelitian ini. Metode penelitian menggunakan pendekatan kuantitatif dengan data primer yang diperoleh melalui kuesioner. Populasi penelitian adalah pengguna Go-Jek di Kota Padang, dengan sampel sebanyak 210 responden yang dipilih menggunakan teknik judgment sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan bantuan software Smart Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan yang berarti semakin baik kualitas pelayanan yang diberikan, semakin tinggi tingkat kepuasan pelanggan. Persepsi Harga juga berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan ketika pelanggan merasa harga yang ditawarkan sesuai dengan kualitas produk atau layanan, tingkat kepuasan mereka akan meningkat. Selain itu, Kualitas Website berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan, menunjukkan bahwa tampilan, navigasi, dan fungsionalitas website yang baik dapat meningkat kepuasan pelanggan dalam menggunakan layanan atau produk. The increasing popularity of online motorcycle taxi services and intense competition in this industry are the background of this research. This study aims to analyze the effect of service quality, perceived price, and website quality on customer satisfaction of online motorcycle taxi transportation services (Go-Jek) in Padang City. This study aims to analyze the effect of service quality, perceived price, and website quality on customer satisfaction of online motorcycle taxi transportation services (Go-Jek) in Padang City. The phenomenon of the increasing popularity of online motorcycle taxi services and intense competition in this industry is the background of this research. The research method uses a quantitative approach with primary data obtained through a questionnaire. The research population was Go-Jek users in Padang City, with a sample of 210 respondents selected using judgment sampling technique. Data analysis using Structural Equation Modeling (SEM) with the help of Smart Partial Least Square (PLS) software. The results showed that Service Quality has a positive and significant effect on Customer Satisfaction, which means that the better the quality of service provided, the higher the level of customer satisfaction. Price Perception also has a positive and significant effect on Customer Satisfaction when customers feel the price offered is in accordance with the quality of the product or service, their level of satisfaction will increase. In addition, Website Quality has a positive and significant effect on Customer Satisfaction, indicating that good website appearance, navigation, and functionality can increase customer satisfaction in using services or products.

Item Type: Thesis (S1)
NIM/NIDN Creators: 43121010258
Uncontrolled Keywords: Kualitas Layanan, Persepsi Harga, Kualitas Website, Go-Jek, Kepuasan Pelanggan.Service Quality, Price Perception, Website Quality, Go-Jek, Customer Satisfaction.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: SUTRA DEWANGGA
Date Deposited: 27 Mar 2025 05:26
Last Modified: 27 Mar 2025 05:26
URI: http://repository.mercubuana.ac.id/id/eprint/95115

Actions (login required)

View Item View Item
UMB Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.