Pengaruh Kualitas Pelayanan, Kepercayaan Dan Harga Terhadap Kepuasan Pelanggan Pada Jasa Layanan Pesan Antar Produk Online GrabFood Pada Mahasiswa Universitas Islam 45 Bekasi

Thalib, Sangga Rahmansyah (2024) Pengaruh Kualitas Pelayanan, Kepercayaan Dan Harga Terhadap Kepuasan Pelanggan Pada Jasa Layanan Pesan Antar Produk Online GrabFood Pada Mahasiswa Universitas Islam 45 Bekasi. Sarjana (S1) thesis, Universitas IsIam 45.

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Abstract

The purpose of this study was to determine the Influence of Service Quality, Trust and Price on Customer Satisfaction in GrabFood Online Product Delivery Services for Students of Universitas Islam 45 Bekasi. The research method used was quantitative descriptive. The sample used in this study was 150 respondents who were users of the GrabFood product delivery service application who had used the GrabFood product delivery service application more than twice, in this study using Probability Sampling. Data analysis used multiple linear analysis with the SPSS version 25.0 program. The results of this study indicate that service quality has a positive and significant effect on customer satisfaction, with a calculated t value of 2,462> t table 1.655 with a significance of 0.015 <0.05. The trust variable has a positive and significant effect on customer satisfaction, with the result of the calculated t value of 2.663> t table 1.655 with a significance of 0.009 <0.05. And the price variable has a positive and significant effect on customer satisfaction, with the result of the calculated t value of 5.201> t table 1.655 with a significance level of 0.000 <0.05. Based on the results of the significance test of the F model, the variables of service quality, trust and price together have a positive and significant effect, as evidenced by the calculated F result of 262.715> F table value of 2.67 with a significance level of 0.000 <0.05. Then the quality of service, trust and price have an influence of 84.4% on the customer satisfaction variable while the remaining 15.6% is influenced by other variables outside this study.

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