Faktor-faktor yang mempengaruhi kepuasan pelanggan Gojek Indonesia

Hastono, Elvry (2020) Faktor-faktor yang mempengaruhi kepuasan pelanggan Gojek Indonesia. Masters thesis, Universitas Pelita Harapan.

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Abstract

Tujuan penelitian ini adalah untuk mengetahui faktor-faktor yang mempengaruhi kepuasan pelanggan Gojek. Target populasi adalah Jakarta, Bogor, Depok, Tangerang dan Bekasi dengan responden sebanyak 170 responden dan metode pengumpulan datanya dengan kuesioner dengan aplikasi Google form sedangkan Teknik pengambilan samplenya adalah dengan snowball sampling Data yang telah dikumpulkan dianalisis statistic dengan pendekatan Explanatory Factor Analysis (EFA) dengan bantuan aplikasi SPSS 25. Hasil penelitian menunjukan bahwa terdapat dua faktor yaitu faktor “kesigapan” dan faktor “keandalan” yang terkait dengan kepuasan pelanggan Gojek. / The purpose of this study is to determine the factors that influence Gojek Indonesia customer satisfaction. The population target is Jakarta, Bogor, Depok, Tangerang and Bekasi with 170 respondents and the data collection method is using a questionnaire with the Google form application while the sampling technique is snowball sampling. The collected data were analyzed statistically by using the Explanatory Factor Analysis (EFA) approach with SPSS 25 application assistance. The results showed that there are two factors, namely the "readiness" factor and the "reliability" factor which associated with customer satisfaction Gojek

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Hastono, ElvryNIM01619170089esumanti@yahoo.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorBernarto, InnocentiusNIDN0320016501UNSPECIFIED
Additional Information: T 19-17 HAS f
Uncontrolled Keywords: alertness ; reliability ; gojek service ; readyness ; reliability ; gojek service
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Users 3690 not found.
Date Deposited: 11 Mar 2020 07:51
Last Modified: 07 Sep 2021 07:45
URI: http://repository.uph.edu/id/eprint/8346

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