Article Per Year (5 Year)
p-Index From 2020 - 2025
5.844
P-Index
This Author published in this journals
All Journal Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah JURNAL PENDIDIKAN TAMBUSAI Journal of Humanities and Social Studies Journal of Education, Humaniora and Social Sciences (JEHSS) Amwaluna Jurnal Ekonomi dan Keuangan Syariah Jurnal Manajemen dan Bisnis Jurnal Review Pendidikan dan Pengajaran (JRPP) eCo-Buss MEDIA MANAJEMEN JASA Enrichment : Journal of Management GANDRUNG: Jurnal Pengabdian Kepada Masyarakat Insight Management Journal GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan Jurnal Manajemen dan Bisnis JURNAL BARUNA HORIZON Economics, Business and Management Science Journal Jurnal Widya Jurnal Bisnis Mahasiswa Jurnal Ekonomi dan Bisnis GROWTH (JEBG) Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) Jurnal Ilmiah Metansi (Manajemen dan Akuntansi) Jurnal Ekonomika Dan Bisnis Proceeding of The International Conference on Economics and Business The International Conference on Education, Social Sciences and Technology (ICESST) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Proceedings of The International Conference on Business and Economics Journal of Public Representative and Society Provision Journal of Artificial Intelligence and Digital Business Jurnal Ilmiah Akuntansi Keuangan dan Bisnis Indo-Fintech Intellectuals: Journal of Economics and Business Journal of Law, Education and Business Journal of Management Accounting, Tax and Production Journal of Innovative and Creativity Journal of Management Education Social Sciences Information and Religion Society J-CEKI
Lubis, Adelina
Unknown Affiliation
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Physics Public Health Social Sciences Other

Published : 48 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Jurnal Manajemen dan Bisnis

 1 
KEPUASAN PENGGUNA APLIKASI GRAB: STUDI EMPIRIS TERHADAP PENGARUH KUALITAS DAN RESPONSIVITAS LAYANAN CUSTOMER SERVICE MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI MEDAN Lubis, Adelina; Effendi, Ihsan; Kristin, Okta Viani; Lubis, Nabila Boru
Jurnal Manajemen dan Bisnis Volume 25 No. 2 Tahun 2025
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study aims to analyze the influence of customer service quality and customer service responsiveness on user satisfaction with the Grab application among students of the Faculty of Economics at Universitas Negeri Medan. The background of this research stems from the increasing use of online transportation services, which demands excellent service quality, including interactions with customer service. The study employs a quantitative approach with simple random sampling techniques involving 100 respondents, and data analysis is conducted using SPSS version 26. The results reveal that customer service quality and customer service responsiveness significantly influence user satisfaction, both partially and simultaneously. Customer service responsiveness is identified as the most dominant factor, with a regression coefficient of 0.593, compared to customer service quality, which has a coefficient of 0.319. The coefficient of determination (R²) value is 0.412, indicating that 41.2% of the variation in user satisfaction can be explained by the two independent variables. These findings emphasize the importance of improving service quality and responsiveness to enhance user satisfaction and foster customer loyalty in digital application-based services such as Grab.
Co-Authors Adilla, Syarifah Khalisa Afifah, Roihanah Ahmad Fadli Alfahmi, Fikri ALZIKRI, ALZIKRI Ampun, Grace Analita Febrina Anak Anggiani, Siti Aprinawati, Aprinawati Arifin, Syasyain Audia Junita Aulia Sofiea Putri Barus, Riando Efrata Batubara, Muhammad Taruna Sakti Bhastary, Manda Dwipayahi Dhian Rosalina, Dhian Dina Aulia Effendi , Effendi Ihsan Effendi, Ihsan Fauzi, Fachri Ali Girsang, Melvin Dominic Prapta Haq, Syukria Resti Hutagalung, Gracella Rosnah S Hutapea, Marsela Natalie Ikhwan, Al Izzah, Edsan Faris Kristin, Okta Viani Kuswardani , Retna Astuti Lingga, Rosi Dearan S Lubis, Andi Reza Syahputra Lubis, Nabila Boru Mahyundari, Adha Marpaung , Irvan Irvan Aldi Josua Maulana, Agung Meutia, Riza Fanny Muhammad Husein Murad, Miftahuddin Naibaho, Laura Natalia Nainggolan, Chelsy Nasib Nasution, Muhammad Ali Makmur Nasution, Rizki Fajri Nur Aisyah Nurbani, Kharisma Nurul Wardani Lubis Otovia, Tesya Lola Pandiangan, Raja Satrio Panjaitan, Ariel Immanuel Pardede, Meida Rogati Pardosi, Urbano I.R.S Pratama, Ikbar Putri, Firly Marshanda Rahman Rajagukguk, Lucky Sanjaya Rambe, Barita Jogi Risky Siagian, Annisya Sagala, Bahari Salqaura, Siti Alhamra Sari, Adelina Puspita Sembiring, Olivia Siagian, Larasati Br Siagian, Nielsen Samuel Panahatan Sihaloho, Rebecca Putri Sihombing, Chardo Silaban, Doni Enriko Simanungkalit, Nurul Amalyiah Simarmata, Rojelita Catrina Sinaga, Lilis Elita Sinaga, Yohana Br Siregar , Muhammad Akbar Siregar, Doly Siregar, Muhammad Akbar Siti Anggiani Syahvira Sitompul, Reginawati Sitorus, Lasria Situmorang, Hezron Apriadi Situngkir, Jenni br Sukma, Sabrina Theresia Syahbudin, Jafar Syahreza, Dina Sarah T Teviana Tambunan, Indah Permatasari Telaumbanua, Rizky Idaman Tobing, Fitriani Togatorop, Rey Septanislaus Tohap Parulian Wulandari, Artika Yolanda, Natasyah Yudha Maulana Putra Yudha Pratesta, Oxy Yusniar Lubis Zul Azmi Mutahajjid Zulyadi, Rizkan