LUCKY, FERRIANDI SISWANTO (2024) PENGARUH KEMUDAHAN AKSES, KEAMANAN, KUALITAS LAYANAN, DAN PERSPEKTIF HARGA TERHADAP KEPUASAN PELANGGAN GRAB BIKE (Studi Pada Mahasiswa Taruna/i di Universitas Maritim AMNI Semarang Angkatan 60 ). SKRIPSI.
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Abstract
Grab is one of the transportation service companies that provides mobile-based services in its operations to improve the ease of access for its customers and the welfare of workers in various informal sectors in Indonesia. Grab provides a variety of services to meet the needs and facilitate people's daily activities, including transportation, food delivery, delivering goods to places within the same city and various other services as follows. This study aims to determine the factors that influence customer satisfaction with Grab Bike online transportation services. The population in this study were users of Grab Bike services at AMNI Maritime University Semarang Batch 60 cadets with a research sample of 100 respondents. The sampling technique used is non probability sampling with the type of sampling, namely Quota Sampling. The analysis method used is descriptive analysis and quantitative analysis, the data is analyzed using multiple linear regression analysis with the help (software) SPSS V.23. The results of this study indicate that the variables of ease of access, security, service quality, and price partially affect customer satisfaction. The results of multiple regression analysis obtained the equation = 1.724 + 0.241X1 + 0.546X2 + 0.007X3 + 0.351X4 + µ where the three variables studied show a positive and significant effect on customer satisfaction. From the regression equation, it can also be seen that the variable that has the most dominant effect on customer satisfaction is the security variable with a regression coefficient of 0.546. And the obtained coefficient of determination (Adjusted R Square = 0.736) means 73.6%. The coefficient of determination is 73.6%, while the rest (100% - 73.6% = 26.4%) is influenced by other variables outside the study. Keywords : Ease of Access, Security, Service Quality, Price, and Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 202104104 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 17 Jul 2024 08:05 |
| Last Modified: | 17 Jul 2024 08:05 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6038 |
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