Mengukur Kepuasan Konsumen Jasa Layanan Ojek Online Selama Masa Pandemi Covid-19: Studi Komparasi Grab Dan Gojek Di Kota Surakarta

Putri, Langgeng Aprilia and , Drs. Wiyadi, M.M., Ph.D. (2022) Mengukur Kepuasan Konsumen Jasa Layanan Ojek Online Selama Masa Pandemi Covid-19: Studi Komparasi Grab Dan Gojek Di Kota Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) NASKAH PUBLIKASI.pdf Download (546kB)
	PDF (Halaman Depan) HALAMAN DEPAN.pdf Download (618kB)
	PDF (Bab I) BAB I.pdf Download (67kB)
	PDF (Bab II) BAB II.pdf Restricted to Repository staff only Download (229kB) | Request a copy
	PDF (Bab III) BAB III.pdf Restricted to Repository staff only Download (94kB) | Request a copy
	PDF (Bab IV) BAB IV.pdf Restricted to Repository staff only Download (133kB) | Request a copy
	PDF (Bab V) BAB V.pdf Restricted to Repository staff only Download (11kB) | Request a copy
	PDF (Daftar Pustaka) DAFTAR PUSTAKA.pdf Download (76kB)
	PDF (Lampiran) LAMPIRAN.pdf Restricted to Repository staff only Download (723kB) | Request a copy
	PDF (Surat Pernyataan Publikasi) PERNYATAAN PUBLIKASI.pdf Restricted to Repository staff only Download (219kB) | Request a copy

Abstract

This study aims to measure customer satisfaction of Online ojek services during the COVID-19 pandemic: a comparative study of Grab and Gojek in Surakarta. Quantitative research design with comparative analitic design. The population of this study is Grab and Gojek consumers in Surakarta city which is not yet known in the period May-June 2021. The sample size of the study amounted to 100 respondents using the Leedy formula. Sampling using purposive sampling. Data collection through the dissemination of question lists or questionnaires to Grab and Gojek respondents. This research was not conducted instrument test, namely validity and reliability because it is a standard instrument, namely about the consumer satisfaction aspect of online motorcycle taxi service services adopted from his journal Setyaningsih et al (2019). Data analysis using descriptive statistical tests and different test paired samples t-test with 5% significance. The results of the study obtained the level of customer satisfaction of online ojek services are in a high category with Gojek superior compared to Grab although there is no difference in the quality of service of the two online transportation. The determining factor of consumer satisfaction is performance and efficiency. Meanwhile, information, economy, application security and service factors tend to have similar satisfaction provided by Grab and Gojek services to their customers. There is a significant difference in the satisfaction of Grab's online ojek service with Gojek during the Covid-19 pandemic in Surakarta with the highest average value obtained by Gojek's online ojek service. There are significant differences in consumer satisfaction levels based on performance and efficiency factors. While the information, economy, app security, and service factors are no significant differences between Grab and Gojek.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	customer satisfaction, services, online ojek, grab, gojek
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	LANGGENG APRILIA PUTRI
Date Deposited:	03 Feb 2022 02:53
Last Modified:	03 Feb 2022 02:53
URI:	http://eprints.ums.ac.id/id/eprint/97085

Actions (login required)

View Item