Pengaruh Kualitas Pelayanan, Harga, dan Promosi terhadap Kepuasan Pelanggan Jasa Transportasi Online Gojek di Kota Bekasi

Nur Hidayah, Cindi Fatika (2024) Pengaruh Kualitas Pelayanan, Harga, dan Promosi terhadap Kepuasan Pelanggan Jasa Transportasi Online Gojek di Kota Bekasi. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

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Abstract

This study aims to determine the influence of Gojek Service Quality, Price and Promotion on Customer Satisfaction in Bekasi City. The research method carried out is a quantitative method. The population in this study is customers who use Gojek online transportation services. For sampling, this study uses a nonprobability sampling technique and uses a pursposive sampling method. The use of the analysis method used is a quantitative method. The data collection technique was carried out by distributing questionnaires. For data analysis, statistical tests were used and calculations were made using multiple linear regression calculated using the Statistic Product and Service Solution 26 (SPSS 26) program. The results of the study showed that, (1) the Service Quality variable had a positive and significant effect on customer satisfaction, (2) the Price variable had no effect on customer satisfaction and (3) the Promotion variable had no effect on customer satisfaction. From the results of the study, a determination coefficient value of 0.299 was obtained, which means that the influence of service quality, price and promotion together has an influence of 29.9% on customer satisfaction, while the rest is influenced by other factors outside this study.

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