PENGARUH HARAPAN KONSUMEN ATAS LAYANAN DRIVER OJEK ONLINE TERHADAP KEPUASAN CUSTOMER

Rahmatullah, Irwan (2023) PENGARUH HARAPAN KONSUMEN ATAS LAYANAN DRIVER OJEK ONLINE TERHADAP KEPUASAN CUSTOMER. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

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Abstract

Advances in communication technology at this time encourage people to be able to adapt, both socially and non-socially. Especially in transportation services. Ojek is one of the land transportation that is often used by the community to get to their destination more easily, quickly, comfortably because they don't have to be crowded and can avoid traffic jams. The presence of online motorcycle taxis can have positive and negative impacts on society. This impact resulted in changes in various fields, including social and economic changes. Problem Formulation "How do online motorcycle taxi drivers maintain the quality of service to customers through star ratings?". Purpose To find out how online motorcycle taxi drivers improve the quality of service to customers. This study uses a quantitative approach with explanatory or descriptive methods with a sample size of 100 online motorcycle taxi (Grab) users throughout Jabodetabek. Results The prerequisite test results for the normality test bring up the Asymp value. Sig. (2-tailed) which is known is 0.008 > 0.05. If this value is concluded to have a normal significance value. The data above is included in the normal category. The linearity test raises the value of Sig. known linearity 0.000 > 0.05. If this value is concluded to have a normally distributed significance value. The data above is entered on a linear basis. The hypothesis test results, the coefficient of determination obtains a value of 0.574. If conclusions are drawn from the calculation results, it can be said that service quality affects customer satisfaction at a low level, which is equal to 0.574 and if a decision is made in percentage terms, service quality affects customer satisfaction by 57%. The F test obtains a Sig value. of 0.000. The significance of B-value obtains a Sig value of 0.000 > from the value (a), which is 0.05. T test obtained T_count of 11.491 > T_table of 0.1654. With a value of Sig. of 0.000. The significance of b/constant obtains a value of Sig. of 0.000 > of an alpha value of 0.05. This means that Ha is accepted and H0 is rejected. With a test level of 5%, it is enough to prove that service quality has a significant effect on customer satisfaction. Based on the results of the regression analysis, it shows that the numbers show a functional relationship between the independent variable (X) and the dependent variable (Y), with a constant coefficient (α) of 0.704 and a service quality coefficient (ꞵ) of 0.935 so as to form a curve with a positive value. Keywords: Online Ojek, Transportation, Consumer Expectation, Customer Satisfaction

Item Type: Thesis (TA, Skripsi, Tesis, Disertasi) (Sarjana (S1))
Contributors/Dosen Pembimbing,NIDN Dosen bisa diakses di LINK https://bit.ly/NIDNdosenunismabekasi:
ContributionContributors / Dosen PembimbingNIDN
UNSPECIFIEDKhadijah, Siti0409098006
Keywords / Kata Kunci: Ojek Online, Transportasi, Harapan konsumen, Kepuasan Pelanggan
Subjects: Telekomunikasi
Transportasi (Perancangan Jalan)
Faculty: Fakultas Komunikasi Sastra dan Bahasa > Sastra Inggris S1
Depositing User: Mr Irwan Rahmatullah
Date Deposited: 07 Mar 2023 05:01
Last Modified: 07 Mar 2023 05:01
URI: http://repository.unismabekasi.ac.id/id/eprint/2508

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