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.