@thesis{thesis,
		author={Natalia  Gita Fitri},
		title ={PENGARUH KUALITAS PELAYANAN TERHADAP 
KEPUASAN PELANGGAN PENGGUNA JASA 
TRANSPORTASI ONLINE GOJEK DENGAN METODE 
SERVQUAL DI KECAMATAN PASARKEMIS},
		year={2023},
		url={http://repository.umt.ac.id/id/eprint/846/},
		abstract={The purpose of this research can provide insight to Gojek and other platforms 
about aspects that need to be improved in their service quality to increase 
customer satisfaction. In this study, researchers used the SERVQUAL (Service 
Quality) method to analyze the effect of Gojek service quality on customer 
satisfaction. The SERVQUAL method measures service quality through five main 
dimensions, namely: 1. Tangibles (Physical Evidence) 2. Reliability 
3. Responsiveness 4. Warranties (Guarantees) 5. Empathy (Empathy). In the tests 
that have been carried out, the significance value of physical evidence is 0.957, 
empathy is 0.579, measured at 0.918, responsiveness is 0.824, and assurance is 
1.027. Based on the results of the study, in the hypothesis test research that has 
been carried out, it can be concluded that there is an influence between all 
indicators in service quality on customer satisfaction. AQZS8}
		}