Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Jasa Layanan Go-Ride Pada Bisnis JasaTranportasi Go-Jek di Kota Palembang

Riri Hanifah, Anton Trianton, Mahdi Hendrich

Abstract


Purpose - This study aims to determine the effect of tangible, reliability, responsiveness, assurance and empathy to customer satisfaction of Go-Ride service users in the gojek transportation services business. This research is a quantitative research and take population of Palembang City people who have used Go-Ride services in the go-jek transportation services business.

Design/methodology   -  The       research            sample  uses the Lameshow equation which is 96,04 rounded to 96 respondent. Data collection techniques using a questionnaire or a closed questionnaire with alternative answers using a Likert scale. The analysis tool uses multiple linear regression analysis using the F test and t test.

 

Findings - The results of this study are: (1) there is no positive and significant impact on the satisfaction of consumers of Go-Ride service users, with t-count-0,266 <t-table 1,985, significance of 0,791> 0.05;

(2) there is no positive and significant influence dimension of reliability to customer satisfaction of Go-Ride service users, with t-count0,505 <t- table 1,985, significance 0,615>0,05; (3) there is no positive and significant effect on the dimension of responsiviness to consumer satisfaction of Go-Ride service users, with t-count0,475 < t-table 1,985, significance 0,636> 0,05, (4) there is no positive and significant effect on the assurance dimension to customer satisfaction of Go-Ride service users, with t-count1,546 <t-table 1,985, significance 0,128> 0,05; (5 ) there is a positive and significant influence of empathy dimension on consumer satisfaction of users of Go-Ride services, with t-count 2.148> t-table 1.985, significance 0.034 <0.05, (6) there is a positive influence if and significant tangible dimensions, reliability, responsiveness, assurance, and empathy for the satisfaction of consumers' satisfaction of users of Go-Ride services, with F-count9,339> F-table2.32 with a significance of 0,000 <0.05.


 



Keywords


Service Quality, Tangible, Reliability, Responsiveness, Assurance, Emphaty

Full Text:

PDF

References


Firda Anggun Cahyani,2015. “Pengaruh disiplin dan lingkungan kerja terhadap kinerja donsen fakultas ekonomi dan bisnis universitas muhamaddiyah surakarta,”

Hasibuan, Malayu, 2015. Manajemen Sumber Daya Manusia. Edisi revisi. Bumi Aksara:Jakarta.

Mahmudi, 2011,

ManajemenKinerjaSektorPublik, UPP STIM YKPN,Yogyakarta.

Mangkunegara.2015. Manajemen Sumber Daya Manusia. PT.Remaja Risdakarya. Bandung.

Nartika Puspita Pebrianti .2015. Pengaruh disiplinkerja, kompetensi dan fasilitas kantor terhadap kualitas pelayanan Sub Bagian Tata Pemeritahan Kebumen

Sugiyono.2013. “Metode Penelitian Kuantitatif, Kualitatif dan R &D”,Cetakan ke-18, Penerbit: ALFABETA, CV.

Tjiptono, Fandy, 2012, Manajemen Jasa,Andi, Yogyakarta.

VinaYuthadiana, R.2015.” Analisis Kebutuhan Program Pelatihan dan Pengembangan Berdasarkan Kompetensi Talents Bank BJB Cabang Hasyim Ashari” Tesis Widiatama Bandung




DOI: https://doi.org/10.32502/motivasi.v4i2.2357

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 MOTIVASI: Jurnal Manajemen dan Bisnis

 

Creative Commons License

Motivasi: Jurnal Manajemen dan Bisnis is Published by Management Department, Economic and Business Faculty, Muhammadiyah University of Palembang. This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Indexed/Abstracted