QUALITY OF SERVICE AND CUSTOMER SATISFACTION IN GRAB TRANSPORTATION SERVICE BUSINESS

Kordiana Sambara

Abstract


This study aims to analyze the effect of service quality on customer satisfaction in the GRAB Indonesia transportation service business. Quality of service is an effort to fulfill the needs and desires of consumers as well as the accuracy of delivery in offsetting consumer expectations. This study uses one independent variable, namely service quality with one dependent variable, customer satisfaction. The data in this study were collected through distributing questionnaires to 50 people who had used GRAB Indonesia transportation as a research sample. The sampling technique used is accidental sampling. The data analysis method used is the analysis of the correlation coefficient, coefficient of determination (r2), t test (t count). The results showed that service quality significant effect on the satisfaction of the middle Makassar community as a customer


Keywords


Service Quality, Consumer Satisfaction, Grab Transportation

References


Shinta, A., 2011. Manajemen Pemasaran. Malang: Universitas. Brawijaya Press.

Aspiani, A., 2018. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Pengguna Jasa Transportasi Grab Online di Kota Makassar (Doctoral dissertation, Universitas Negeri Makassar).

Dewa, C.B., 2018. Pengaruh Kualitas Pelayanan dan Promosi Penjualan Jasa Grabcar Terhadap Kepuasan Pelanggan (Studi Kasus Pada Wisatawan di Yogyakarta). Perspektif, 16(1), pp.1-6.

Daryanto, 2011. Manajemen Pemasaran: Sari Kuliah. Bandung: Satu Nusa.

Adnyana, D., and Suprapti, N. (2018). Pengaruh Kualitas Pelayanan Dan Persepsi Harga Terhadap Kepuasan Dan Loyalitas Pelanggan Gojek Di Kota Denpasar. E-Jurnal Manajemen, 7(11), 6041 - 6069

Husaini Usman & Purnomo Setiadi Akbar. (1995). Metodologi Penelitian Sosial. Jakarta: Bumi Aksara.

Usman, H. and Akbar, P.S., 2008. Metodologi penelitian sosial. Bumi Aksara Jakarta.

Irawan, H., 2002. Prinsip Kepuasan Pelanggan, PT. Elex Media Komputindo, Jakarta.

Kotler, P. and Keller, K.L., 2012. Manajemen Pemasaran, edisi ketigabelas, jilid satu. Penerbit: Indeks, Jakarta.

Kotler, P. And Keller, K.L., 2009. Manajemen Pemasaran. Jilid I. Edisi ke 13 Jakarta: Erlangga

Kotler, P. and and Armstrong, G., 2012. Prinsip-Prinsip Pemasaran. Edisi. 13. Jilid 1. Jakarta: Erlangga

Lovelock, C.H. and Wright, L.K., 2007. Manajemen Pemasaran Jasa, PT. Indeks Indonesia.

Lupiyoadi, R., 2013. Manajemen Pemasaran Jasa (Edisi Ketiga). Jakarta: Salemba Empat.

Millet, J.D., 2012. Management in the public service: The quest for effective performance. McGraw-Hill.

Ginting, N.F. H., 2011. Manajemen Pemasaran. Bandung: CV. Yrama Widya

Fauji, R., 2017. Pengaruh Kualitas Pelayanan dan Nilai Pelanggan terhadap Kepuasan Konsumen Go-Jek: Studi Kasus pada Konsumen Go-Jek. Pengguna Layanan Go-Ride di Kota Yogyakarta. Skripsi. Yogyakarta: Universitas Sanata Dharma.

Tjiptono, F., 2009. Strategi Pemasaran. Edisi Kedua, Cetakan Ketujuh, Yogyakarta: Andi. Offset.

Wardani, T.U., 2017. Pengaruh kualitas pelayanan terhadap kepuasan konsumen pada bisnis jasa transportasi gojek (studi kasus mahasiswa Febi UIN Sumatera Utara) (Doctoral dissertation, Universitas Islam Negeri Sumatera Utara).

visimisi95.blogspot.com,2018. PT GRAB Indonesia : Visi, Misi Grab Beserta Sejarahnya. https://visimisi95.blogspot.com/2018/08/visi-misi-profil-grab.html

Valarie A.. Zeithaml, Bitner, M.J. and Dwayne D.. Gremler, 2003. Services marketing: integrating customer focus across the firm. New York: McGraw-Hill.


Refbacks

  • There are currently no refbacks.