Pengaruh kualitas pelayanan, harga, dan kepercayaan terhadap kepuasan konsumen PT Gojek Indonesia yang bekerja di wilayah DKI Jakarta di era pandemi Covid-19

Christopher, Peter (2021) Pengaruh kualitas pelayanan, harga, dan kepercayaan terhadap kepuasan konsumen PT Gojek Indonesia yang bekerja di wilayah DKI Jakarta di era pandemi Covid-19. Masters thesis, Universitas Pelita Harapan.

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Abstract

Customer satisfaction is one of the important elements for a company to maintain its existence in increasingly fierce market competition where, for this purpose, many companies try to implement an effective strategy to maintain service quality, set competitive prices and gain the trust of consumers. The occurrence of the COVID-19 pandemic has changed consumers' views of consumer satisfaction towards certain services affected by the COVID-19 pandemic, one of which is online-based transportation services. The purpose of this study is to determine the effect of service quality, price, and consumer trust on satisfaction of Gojek’s customers who work in DKI Jakarta using GoRide / GoCar services during the COVID-19 pandemic era. This study involved 400 GoJek’s consumer respondents. The survey was conducted using a data collection method using a questionnaire through Google Form containing 20 questions on a Likert scale of 1 - 5 and using a non-probably sampling technique. Data were analyzed with the help of SPSS (Statistcal Package for Social Sciences) software. The results of this study indicate that there are: (a) positive affect of service quality, (b) positive affect of prices, (c) positive affect of trust, and (d) there is a simultaneous affect of service quality, price, and trust; towards satisfaction of Gojek’s customers who work in DKI Jakarta using GoRide / GoCar during the COVID-19 pandemic era.

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