ANALISIS PENGARUH KUALITAS LAYANAN, KEMUDAHAN PENGGUNAAN DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PENGGUNA LAYANAN RIDE HAILING

Fedro Diaz Camsal, . (2024) ANALISIS PENGARUH KUALITAS LAYANAN, KEMUDAHAN PENGGUNAAN DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PENGGUNA LAYANAN RIDE HAILING. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The objective of this research is to identify, analyze, and prove whether there is an effect of service quality, ease of use and promotion on customer satisfaction of ride hailing service users. The sample of this study were Maxim and InDrive ride hailing service users who live or work in DKI Jakarta as many as 200 respondents. This study employs quantitative research methods utilizing primary data. Sample collection technique using non probability sampling method, namely purposive sampling method. Data collection using google form and data analysis techniques using descriptive and inferential analysis. Data processing was carried out with the SmartPLS 4.0 software test tool. Based on the processed data, the results obtained are that (1) service quality has an effect and significant on customer satisfaction of 0.421, (2) ease of use has an effect and significant on customer satisfaction of 0.255, and (3) promotion has an effect and significant on customer satisfaction of 0.253. The R-Square value obtained on the variables of service quality, ease of use and promotion contributes to customer satisfaction of 67% and the remaining 33% is influenced by other variables not included in this study.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110111031] [Pembimbing; Maria Assumpta Wikantari] [Penguji 1: Dienni Ruhjatini Sholihah] [Penguji 2: Nobelson]
Uncontrolled Keywords: Service Quality, Ease of Use, Promotion, Customer Satisfaction, Ride Hailing
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: FEDRO DIAZ CAMSAL
Date Deposited: 18 Feb 2025 00:42
Last Modified: 18 Feb 2025 00:42
URI: http://repository.upnvj.ac.id/id/eprint/34359

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