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Josua Charles Sangian
Fakultas Ilmu sosial dan politik

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Transportasi Online Indrive Pada Masyarakat Desa Watutumou Kecamatan Kalawat Kabupaten Minahasa Utara Josua Charles Sangian; Ventje Tat`imu; Danny D. S. Mukuan
Productivity Vol 6 No 1 (2025): Maret 2025
Publisher : Program Studi Administrasi Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35797/ejp.v6i1.55806

Abstract

The aim of this research is to determine the effect of Service Quality on Consumer Satisfaction. This type of research is quantitative descriptive with the population in this research being the Watutumou village community whose research sample consists of 100 respondents. The data collection technique uses a Likert scale questionnaire with data analysis using the Simple Correlation Coefficient instrument test, simple linear regression analysis, Hypothesis Testing, Determinization Coefficient Test by processing data using SPSS version 23. The results of the research show that service quality has a significant influence on the level of satisfaction of InDrive consumers , with punctuality of arrival and ease of use of the application being the most dominant factors. InDrive needs to continue to improve service quality, by focusing on aspects that significantly influence customer satisfaction. Suggestions that can be given are improving aspects of service quality, including speed of service, comfort of using the application, responsiveness to customer feedback, and vehicle maintenance. Furthermore, it is important for Indrive to regularly collect and evaluate customer feedback to continuously improve user experience. In this way, Indrive can strengthen its position in the market and achieve sustainable competitive advantage.
Co-Authors Danny D. S. Mukuan Ventje Tat`imu