Pengaruh Kualitas Pelayanan Transportasi Ojek Online Grab terhadap Kepuasan Pelanggan Menggunakan Grabbike

Abstract

Abstract. This research is trying to analize the impact of the GRAB business quality service onto custumer satisfaction in Indonesia. There are five independent variable involved in this research which is tangible, reliability, responsiveness, assurance, and amphaty, with customer satisfaction as single dependent variable added. All data’s had been collected from 91 respondent research sample as Indonesia. GRAB user bye questioner, that has distributed to get varians feedback, literature view, field analitik and hypothetic preparation conducted first as a preliminary riview. Sampling technique is multi stage random sampling analitic quantitative using as data analitic method, in order to exmine validity and reliability with also analitic correlation. According to the data anlitic, we found that all indicators in this research is valid and reliable. In hypothesic testing to tangible, reliability, responsiveness, assurance, and emphaty, there are significant correlation to costumer satisfaction indeed.

Keyword : Tangible, Reliability, Responsiveness, Assurance, And Amphaty, And Costumer Satisfaction

 

Abstrak. Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada bisnis jasa transportasi GRAB Indonesia. Penelitian ini menggunakan lima variabel independen yaitu tangible, reliability, responsiveness, assurance dan emphaty dengan satu variabel dependen yaitu kepuasan konsumen. Setelah dilakukan tinjauan pustaka maupun lapangan dan penyusunan hipotesis, data dalam penelitian ini dikumpulkan melalui penyebaran kuesioner kepada 91 orang yang pernah menggunakan transportasi GRAB Indonesia sebagai sampel penelitian. Teknik pengambilan sampel yang digunakan adalah Teknik Multi stage random sampling. Metode analisis data yang digunakan adalah analisis kuantitatif yaitu uji validitas dan reliabilitas, serta analisis korelasional. Berdasarkan analisis data, hasil penelitian menunjukkan bahwa indikator-indikator pada pada penelitian ini bersifat valid dan reliabel. Pada uji hipotesis tangible, responsiveness, assurance dan emphaty terdapat hubungan yang signifikan terhadap kepuasan konsumen.

Kata kunci: Tangible, responsiveness, reliability, assurance, emphaty dan Kepuasan Pelanggan