Margaretta, Erika (2021) ANALISIS PERBANDINGAN KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN PADA TRANSPORTASI ONLINE (Studi pada Konsumen GrabBike dan Go-Ride). Skripsi thesis, Sekolah TInggi Ilmu Ekonomi Indnonesia Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengetahui apakah ada perbedaan antara kualitas pelayanan dan kepuasan pelanggan pada traansportasi online GrabBike dan Go-Ride di Kelurahan Rawa Terate. Jenis penelitian yang digunakan adalah penelitian kuantitatif dengan strategi komparatif yang sifatnya membandingkan. Populasi dalam penelitian ini adalah konsumen yang menggunakan jasa layanan transportasi online yaitu GrabBike dan Go-Ride. Pengambilan sampel menggunakan teknik purposive sampling. Sampel dalam penelitian ini adalah 100 responden. Metoda statistic yang digunakan adalah uji instrumen dan uji beda dua rata-rata dengan aplikasi IBM statistic SPSS v.26.0. Analisis data yang digunakan adalah analisis statistik deskriptif dan analisis uji dua beda rata-rata. Teknik pengumpulan data menggunakan metoda kuesioner. Berdasarkan hasil perhitungan uji hipotesis tentang beda dua rata-rata, pada kualitas pelayanan hasil pengujian menyatakan bahwa tidak terdapat perbedaan rata-rata yang signifikan diterima. Pada kepuasan pelanggan hasil pengujian menyatakan bahwa terdapat perbedaan rata-rata yang signifikan ditolak. This study aims to determine whether there is a difference between service quality and customer satisfaction in online transportation GrabBike and Go-Ride in Rawa Terate Village. The type of research used is quantitative research with a comparative strategy that is comparing. The population in this study are consumers who use online transportation services, namely GrabBike and Go-Ride. Sampling using purposive sampling technique. The sample in this study was 100 respondents. The statistical method used is the instrument test and the two-average difference test with the application of IBM statistics SPSS v.26.0. Analysis of the data used is descriptive statistical analysis and analysis of the two mean difference test. Data collection techniques using the questionnaire method. Based on the results of the calculation of the hypothesis test about the difference between the two averages, on the quality of service the test results state that there is no significant difference in average accepted. On customer satisfaction the test results state that there is a significant average difference rejected.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran Manajemen > Manajemen Operasional |
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| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | ERIKA MARGARETTA | ||||||||
| Date Deposited: | 07 Nov 2021 13:21 | ||||||||
| Last Modified: | 11 Jan 2022 10:03 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/5754 |
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