KUALITAS PELAYANAN SEBAGAI DETERMINAN KEPUASAN PELANGGAN JASA TRANSPORTASI GRAB BIKE DI YOGYAKARTA
DOI:
https://doi.org/10.12928/fokus.v9i2.1559Keywords:
Tangible, responsiveness, reliability, assurance, emphaty and customer satisfactionAbstract
This research aims to analyze the influence of  the quality of service of customer satisfaction on service businesses Grab-Bike transport in Yogyakarta. This research uses the five independent variables i.e. tangible, reliability, responsiveness, assurance and emphaty with one dependent variable i.e. consumer satisfaction. After a review of the literature as well as field and preparation of the hypothesis, the data in this study  were collected through the dissemination of a questionnaire to 70 people who never use the Grab-Bike transport as research samples. Sampling technique used is a Non probability sampling method sampling incidental. Methods of  data analysis used is the quantitative analysis that is test validity and reliability, multiple linear regression analysis, t-test and F-test as well as the coefficient of determination. Based on data analysis, the results showed that the indicators on research is valid and reliability. Hypothesis test on tangible, responsiveness, assurance and emphaty no effect significantly to consumer satisfaction. Hypothesis test of reliability has a positive and significant influence toward customer satisfaction.Downloads
Published
2020-01-15
How to Cite
Ramadhan, F., & Setyono, H. (2020). KUALITAS PELAYANAN SEBAGAI DETERMINAN KEPUASAN PELANGGAN JASA TRANSPORTASI GRAB BIKE DI YOGYAKARTA. Jurnal Fokus Manajemen Bisnis, 9(2), 191–205. https://doi.org/10.12928/fokus.v9i2.1559
Issue
Section
Articles
License
Authors who publish with this journal agree to the following terms:Â
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).