PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN JASA TRANSPORTASI ONLINE GO-JEK DI KABUPATEN BADUNG

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Dewiwati Sujadi Ni Luh Vita Ridayanti

Abstract

This study aims to analyze the Effect of Service Quality on Customer Satisfaction in Using Go-Jek Online Transportation Services in Badung Regency. Data collection techniques in this study is the questionnaire. Sampling in this study using purposive sampling method. The respondents taken as samples in this study are the people in Badung Regency who have used the Go-Ride online motorcycle transportation service in the Go-Jek application at least twice and the age of the respondent is at least 17 years with respondents totaling 210 respondents. The results of this study are the quality of service consisting of tangible (X1) has a positive and significant effect on customer satisfaction (Y) of 0.218, reliability (X2) has a positive and significant effect on customer satisfaction (Y) of 0.406, responsiveness (X3) has positive and significant effect on customer satisfaction (Y) of 0.384, assurance (X4) has a positive and significant effect on customer satisfaction (Y) of 0.328 and empathy (X5) has a positive and significant effect on customer satisfaction (Y) of 0.532. Service quality variables that have a dominant influence in this study are empathy. Implications for the company to always maintain and improve service quality so that customer satisfaction can be maintained properly. Providing good quality service will create positive customer perceptions of positive customer experience that will increase customer confidence in re-using Go-ride online transportation in the Go-jek application.


Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction

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How to Cite
SUJADI, Dewiwati; RIDAYANTI, Ni Luh Vita. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN JASA TRANSPORTASI ONLINE GO-JEK DI KABUPATEN BADUNG. Sekolah Tinggi Pariwisata Triatma Jaya, [S.l.], v. 10, n. 2, p. 104-120, jan. 2021. Available at: <http://triatmajaya.ejurnal.info/index.php/triatmajaya/article/view/134>. Date accessed: 22 oct. 2021.
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