Pengaruh Kualitas Pelayanan dan Kenyamanan Terhadap Kepuasan Pelanggan Jasa Transportasi Online
Studi Pada Pelanggan Go-jek Di Denpasar Barat
Abstract
Customer satisfaction is a very important factor for the existence, continuity and development of a company. This study aims to determine partially and simultaneously, the effect of service quality and convenience on customer satisfaction of online transportation service users (study on Go-Jek customers in West Denpasar). To narrow down a population that is too large and not known with certainty, the researchers determined 98 respondents as the sample using the accidental sampling method. Data analysis will be performed using multiple linear regression. The analysis results show that partially and simultaneously, service quality and comfort have a positive and significant effect on customer satisfaction of Go-Jek online transportation service users in West Denpasar. It is expected to maintain and improve customer satisfaction by looking at the factors of service quality and comfort.
References
Asyifa, L. S., & Rahayu, A. (2019). Kenyamanan Dan Kepercayaan Konsumen Blibli.Com Berpengaruh Terhadap Keputusan Pembelian Online. Journal Of Business Management Education (Jbme), 2(2), 49–56.
Insani, E. P. (2013). Analisis Pengaruh Kenyamanan Terhadap Minat Beli Secara Online Pada Pemesanan Tiket Kereta Api Melalui Website Resmi Pt. Kai. Jurnal Sains Pemasaran Indonesia, Xii(3), 241–260.
Mar’ati, N. C., & Sudarwanto, T. (2016). Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan Jasa Transportasi Ojek Online (Studi Pada Konsumen Gojek Di Surabaya). 4(3), 1–12.
Sanjaya, L. J., & Sawitri, D. R. (2018). Hubungan Antara Kenyamanan Pelayanan Dengan Loyalitas Pelanggan: Studi Pada Mahasiswa Universitas Diponegoro Pengguna Layanan Go-Jek Di Semarang. Jurnal Empati, 6(4), 149–156.
Tresiya, D., Djunaidi, & Subagyo, H. (2019). Pengaruh Kualitas Pelayanan Dan Kenyamanaan Terhadap Kepuasan Konsumen Pada Perusahaan Jasa Ojek Online Go-Jek Di Kota Kediri. Jimek : Jurnal Ilmiah Mahasiswa Ekonomi, 1(2), 208.
