Pengaruh kualitas pelayanan Grab Car terhadap tingkat kepuasan pelanggan di kalangan mahasiswa Universitas Pelita Harapan = the effects of Grab Car’s service qualities towards the level of customer satisfaction among the students of Pelita Harapan University

Putri, Devina Tandiono (2018) Pengaruh kualitas pelayanan Grab Car terhadap tingkat kepuasan pelanggan di kalangan mahasiswa Universitas Pelita Harapan = the effects of Grab Car’s service qualities towards the level of customer satisfaction among the students of Pelita Harapan University. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Tight business competition in Indonesia drives a company to maintain its existence. This can be achieved by applying various marketing strategies. One marketing strategy that can be applied is to observe its customer’s satisfaction. Satisfaction can be achieved by providing services in accordance with the customer’s expectation. Satisfied customers will be subjected to loyalty. Thus, the company proves qualified results to remain competitive and maintain its existence in Indonesia’s tight business competition. Based on the description, researcher constructed a study that aims to identify the effects of Grab Car’s service qualities towards the level of satisfaction among the students of Pelita Harapan University. During data collection, researcher used methodological surveys, which was done by distributing questionnaires to 80 respondents based on the criteria. The, the researcher also uses Crosstab and Chi Square Analysis to determine the effects of service quality towards the respondents’ satisfaction level. The research has shown that the services provided by Grab Car is satisfactory and there is a correlation between Grab Car’s service qualities to its customer satisfaction level among students of Pelita Harapan University./ Persaingan bisnis yang ketat di Indonesia membuat suatu perusahaan harus berusaha untuk mempertahankan eksistensinya. Hal tersebut dapat dicapai dengan menggunakan berbagai strategi pemasaran. Salah satu strategi pemasaran yang dapat digunakan adalah dengan memperhatikan kepuasan pelanggan. Kepuasan dapat dicapai dengan memberikan pelayanan sesuai dengan ekspektasi pelanggan. Pelanggan yang puas akan menjadi loyal. Sehingga membuahkan hasil untuk perusahaan dapat tetap bersaing dan mempertahankan eksistensinya di persaingan bisnis yang sengit di Indonesia. Berdasarkan uraian tersebut, maka peneliti melakukan penelitian yang bertujuan untuk mengetahui pengaruh kualitas pelayanan Grab Car terhadap tingkat kepuasan pelanggan di kalangan mahasiswa Universitas Pelita Harapan. Dalam mengumpulkan data, peneliti menggunakan metode survei yang dilakukan dengan cara menyebarkan kuesioner kepada 80 responden sesuai dengan kriteria. Kemudian, untuk melihat pengaruh kualitas pelayanan terhadap tingkat kepuasan responden, peneliti menggunakan analisis Crosstab dan Chi Square. Berdasarkan hasil penelitian, pelayanan yang diberikan oleh Grab Car sudah cukup baik dan terdapat korelasi antara kualitas pelayanan Grab Car terhadap tingkat kepuasan pelanggan di kalangan mahasiswa Universitas Pelita Harapan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Putri, Devina TandionoUNSPECIFIEDdevinatandionoputri@yahoo.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorTangdilintin, PaulusUNSPECIFIEDUNSPECIFIED
Additional Information: SK 41-14 PUT p
Uncontrolled Keywords: Service Qualities; Level of Customer Satisfaction; Kualitas Pelayanan; Kepuasan Pelanggan
Subjects: H Social Sciences > HM Sociology > HM 1201-1216 Communication
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Social and Political Science > Communication Science
Current > Faculty/School - UPH Karawaci > Faculty of Social and Political Science > Communication Science
Depositing User: Mr Samuel Noya
Date Deposited: 18 Oct 2019 05:27
Last Modified: 18 Oct 2019 05:27
URI: http://repository.uph.edu/id/eprint/4810

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