Hubungan Antara Kualitas Pelayanan Gojek Dengan Kepuasan Konsumen Pada Mahasiswa Psikologi Universitas Muhammadiyah Surakarta

Taslimah, Nur and , Drs. Muhammad AMir, MSi. Psi (2019) Hubungan Antara Kualitas Pelayanan Gojek Dengan Kepuasan Konsumen Pada Mahasiswa Psikologi Universitas Muhammadiyah Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The research aims to (1.) find out the relationship between gojek service quality and customer satisfaction in UMS psychology students. (2.) knowing the role of driver service quality with gojek consumers. (3.) knowing the level of satisfaction of gojek consumers in psychology students. (4.) knowing the quality level of gojek services. The subjects of this study were gojek consumers on UMS psychology faculty students. Determination of the subject was carried out by purposive sampling, which consisted of 101 students of the UMS psychology faculty, had a motorcycle taxi application and had / often used motorcycle taxi. The data collection technique in this study is using the scale of service quality, and the scale of customer satisfaction. Based on the results of the analysis using non-parametric results obtained correlation coefficient (r) of 0.653 and significance (p) of 0.000 (p <0.01). Shows that there is a relationship between the quality of gojek service and customer satisfaction in UMS psychology students. Through the calculation of r² determination it is known that service quality has an effect on consumer satisfaction by 42.6%. From the categorization it is known that the level of service quality is included in the medium categorization and the level of customer satisfaction is in high categorization. Keywords : customer satisfaction, service quality, Gojek

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	customer satisfaction, service quality, Gojek
Subjects:	B Philosophy. Psychology. Religion > BF Psychology
Divisions:	Fakultas Psikologi > Psikologi
Depositing User:	NUR TASLIMAH
Date Deposited:	17 May 2019 06:43
Last Modified:	17 May 2019 06:43
URI:	http://eprints.ums.ac.id/id/eprint/73071

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