PENGARUH KUALITAS PELAYANAN TERHADAP
KEPUASAN PELANGGAN PENGGUNA JASA
TRANSPORTASI ONLINE GOJEK DENGAN METODE
SERVQUAL DI KECAMATAN PASARKEMIS
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Institusion
Universitas Muhammadiyah Tangerang
Author
Natalia, Gita Fitri
Subject
TS Manufactures
Datestamp
2025-01-19 04:21:37
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
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
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