ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN JASA ANGKUTAN ONLINE (GrabCar) DI KOTA MAKASSAR

  • Putuhena Zulmianita Magister Manajemen, Universitas Muslim Indonesia
  • Andi Faisal Bahari Universitas Muslim Indonesia
Keywords: SERVQUAL, Customer Satisfaction

Abstract

This study aims to determine whether there is a real and significant effect of Physical Evidence, Reliability, Responsiveness, Guarantee, Attention, together towards Consumer Satisfaction in Makassar City (Study of Students of the Faculty of Economics, University of Muslim Indonesia) and find out more dominant variables affect consumer satisfaction. The research research method used is quantitative methods. Data collection using questions or questionnaires filled out by the respondents, then analyzed using multiple linear regression analysis. The results showed that Physical Evidence Variables (X1), Reliability Variables (X2), Responsibility Variables (X3), Guarantee Variables (X4), Attention Variables (X5) Simultaneously had significant effect on customer satisfaction. Variables that have the most significant influence on customer satisfaction are Reliability Variables (X2) and Responsibility Variables (X3).

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Published
2019-01-31
Section
Articles