Hubungan antara kualitas pelayanan gojek motor pria dengan persepsi rasa aman pada pelanggan wanita

Thereza, Sefrani (2021) Hubungan antara kualitas pelayanan gojek motor pria dengan persepsi rasa aman pada pelanggan wanita. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Pada jaman modern ini penyedia layanan jasa di berbagai bidang mulai mengembangkan usahanya dengan berbasis online. Salah satunya yang sedang berkembang adalah transportasi berbasis online. GOJEK adalah sebuah brand asal Indonesia yang melejit tahun 2015 lalu. GOJEK menyediakan layanan ojek motor yang bisa dipesan menggunakan smartphone yang dimiliki hampir semua orang di jaman sekarang. Salah satu pelanggan GOJEK adalah wanita. Pelanggan wanita sangat membutuhkan rasa aman secara fisik dan psikologis saat bepergian menggunakan GOJEK. GOJEK tentu harus memiliki kualitas pelayanan yang baik demi terwujudnya kebutuhan pelanggan ini. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas pelayanan GOJEK dengan persepsi rasa aman pada pelanggan wanita. Penelitian ini menggunakan metode kuantitatif yaitu mengumpulkan data dengan menggunakan kuesioner. Subjek di dalam penelitian ini adalah 49 orang wanita yang dipilih secara acak, dengan menggunakan teknik non probability yaitu teknik accidental sampling. Data dikumpulkan dengan menggunakan skala kualitas pelayanan dan skala persepsi rasa aman. Nilai reliabilitas skala persepsi rasa aman sebesar 0,765 dan nilai skala kualitas pelayanan sebesar 0,761. Hasil uji korelasi dalam penelitian ini menunjukkan bahwa kualitas pelayanan memiliki hubungan dengan persepsi rasa aman dengan angka Pearson Correlation sebesar 0,485 dan signifikansi <0,05. Hasil ini menunjukkan bahwa adanya hubungan positif yang signifikan antara kualitas pelayanan dengan persepsi rasa aman. Semakin tinggi atau semakin bagus kualitas pelayanan yang diberikan GOJEK, maka semakin tercapai juga persepsi rasa aman pada pelanggan wanita. Penelitian ini diharapkan dapat bermanfaat bagi GOJEK ataupun penyedia layanan jasa transportasi online lainnya, agar terus bisa meningkatkan kualitas pelayanan yang diberikan. / In this modern era, service providers in various fields have begun to develop their business on an online basis. One of them that is currently developing is online-based transportation. GOJEK is a brand from Indonesia that skyrocketed in 2015. GOJEK provides motorbike services that can be order using a smartphone that is owned by almost everyone today. One of GOJEK's customers is a female. Female customers really need to feel physically and psychologically secure when using GOJEK. GOJEK certainly has to have good service quality for the realization of these customer needs. This study aims to examine the relationship between the quality of GOJEK's service and perception of security in female customers. This research uses quantitative methods, namely collecting data using a questionnaire. The subjects of this study were 50 women who were randomly selected, using a non-probability technique, namely the accidental sampling technique. Data were collected using a scale of the perception of security and the scale of service quality. The reliability value of the scale of the perception of security is 0.765 and the value of the scale of service quality is 0.761. The results of correlation test in this study indicate that service quality has a correlation with the perception of security with a Pearson Correlation number of 0.485 and a significance of <0.05. These results indicate that there is a significant positive correlation between the service quality and perception of security. The higher or the better the quality of service provided by GOJEK, the more perception of security in female customers will be stimulated. This research is expected to be useful for GOJEK or other online transportation service providers, so that they can continue to improve the quality of services provided.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Thereza, SefraniNIM12120140009sefranithereza@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAdi Nurcahyo, FirmantoNIDN0704048003firmanto.adicahyo@uph.edu
Uncontrolled Keywords: kualitas pelayanan; persepsi rasa aman; GOJEK; pelanggan wanita
Subjects: B Philosophy. Psychology. Religion > BF Psychology
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Faculty of Psychology > Psychology
Current > Faculty/School - UPH Surabaya > Faculty of Psychology > Psychology
Depositing User: Sefrani Thereza
Date Deposited: 16 Jun 2021 00:52
Last Modified: 28 Mar 2022 11:22
URI: http://repository.uph.edu/id/eprint/38995

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