Hubungan Antara Persepsi Terhadap Kualitas Pelayanan Driver Dengan Kepuasan Pelanggan Gojek

Kramajaya, Muchamad Amirul Fajar and -, Drs. Mohammad Amir, M.Si, Psi (2019) Hubungan Antara Persepsi Terhadap Kualitas Pelayanan Driver Dengan Kepuasan Pelanggan Gojek. Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) NASKAH PUBLIKASI.pdf Download (511kB)
	PDF (Halaman Depan) HALAMAN DEPAN.pdf Download (1MB)
	PDF (Bab I) BAB I.pdf Download (373kB)
	PDF (Bab II) BAB II.pdf Restricted to Repository staff only Download (395kB)
	PDF (Bab III) BAB III.pdf Restricted to Repository staff only Download (389kB)
	PDF (Bab IV) BAB IV.pdf Restricted to Repository staff only Download (1MB)
	PDF (Bab V) BAB V.pdf Restricted to Repository staff only Download (304kB)
	PDF (Daftar Pustaka) DAFTAR PUSTAKA.pdf Download (367kB)
	PDF (Lampiran) LAMPIRAN.pdf Restricted to Repository staff only Download (9MB)
	PDF (Surat Pernyataan) SURAT PERNYATAAN.pdf Restricted to Repository staff only Download (51kB)

Abstract

The study aimed to (1.) find out the relationship between perceptions of driver service quality and satisfaction of gojek customers. (2.) knowing the role of driver service quality towards satisfaction of gojek customers. (3.) knowing the level of quality of the motorcycle taxi driver services. (4.) To find out the level of satisfaction of gojek customers. The subjects of this study were Gojek customers in Surakarta. Determination of the subject was done by purposive sampling, which consisted of 50 people having personal customer accounts, aged 16+, using Gojek services in Surakarta city at least 3 times in 1 month. The data collection technique in this study is to use the scale of perception of service quality, and the scale of customer satisfaction. Based on the results of the analysis using a product moment, the correlation coefficient (r) is 0.802 and the significance (p) is 0.000 (p <0.01). Shows that there is a relationship between the perception of driver service quality and Gojek customer satisfaction. Through calculation of determination , it is known that service quality has an effect on customer satisfaction by 64.3%. From the categorization, the level of service quality is included in the high category and the level of customer satisfaction is in the high category.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Customer satisfaction, Perception, Quality of service, Gojek
Subjects:	B Philosophy. Psychology. Religion > BF Psychology
Divisions:	Fakultas Psikologi > Psikologi
Depositing User:	MUCHAMAD AMIRUL FAJAR KRAMAJAYA
Date Deposited:	07 Feb 2019 06:37
Last Modified:	07 Feb 2019 06:37
URI:	http://eprints.ums.ac.id/id/eprint/70631

Actions (login required)

View Item