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All Journal Eksistansi MBIA Jurnal Ilmiah Akuntansi Rahmaniyah MOTIVASI Jurnal Manajemen dan Bisnis Journal of Social And Economics Research JIAR journal of social and economic research Jurnal EKOBIS (Kajian Ekonomi dan Bisnis)
Mahdi Hendrich
Universitas Sjakhaykirti
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : MOTIVASI Jurnal Manajemen dan Bisnis

 1 
Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Jasa Layanan Go-Ride Pada Bisnis JasaTranportasi Go-Jek di Kota Palembang Hanifah, Riri; Trianton, Anton; Hendrich, Mahdi
MOTIVASI: Jurnal Manajemen dan Bisnis Vol 4, No 2 (2019): MOTIVATION Journal of Management and Business
Publisher : Universitas Muhammadiyah Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32502/motivasi.v4i2.2357

Abstract

Purpose - This study aims to determine the effect of tangible, reliability, responsiveness, assurance and empathy to customer satisfaction of Go-Ride service users in the gojek transportation services business. This research is a quantitative research and take population of Palembang City people who have used Go-Ride services in the go-jek transportation services business.Design/methodology   -  The       research            sample  uses the Lameshow equation which is 96,04 rounded to 96 respondent. Data collection techniques using a questionnaire or a closed questionnaire with alternative answers using a Likert scale. The analysis tool uses multiple linear regression analysis using the F test and t test. Findings - The results of this study are: (1) there is no positive and significant impact on the satisfaction of consumers of Go-Ride service users, with t-count-0,266 <t-table 1,985, significance of 0,791> 0.05;(2) there is no positive and significant influence dimension of reliability to customer satisfaction of Go-Ride service users, with t-count0,505 <t- table 1,985, significance 0,615>0,05; (3) there is no positive and significant effect on the dimension of responsiviness to consumer satisfaction of Go-Ride service users, with t-count0,475 < t-table 1,985, significance 0,636> 0,05, (4) there is no positive and significant effect on the assurance dimension to customer satisfaction of Go-Ride service users, with t-count1,546 <t-table 1,985, significance 0,128> 0,05; (5 ) there is a positive and significant influence of empathy dimension on consumer satisfaction of users of Go-Ride services, with t-count 2.148> t-table 1.985, significance 0.034 <0.05, (6) there is a positive influence if and significant tangible dimensions, reliability, responsiveness, assurance, and empathy for the satisfaction of consumers' satisfaction of users of Go-Ride services, with F-count9,339> F-table2.32 with a significance of 0,000 <0.05. 
Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Jasa Layanan Go-Ride Pada Bisnis JasaTranportasi Go-Jek di Kota Palembang Hanifa, Rini; Trianto, Anton; Hendrich, Mahdi
MOTIVASI Vol 4, No 2 (2019): MOTIVASI Jurnal Manajemen dan Bisnis
Publisher : Universitas Muhammadiyah Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32502/mti.v4i2.3494

Abstract

Purpose - This study aims to determine the effect of tangible, reliability, responsiveness, assurance and empathy to customer satisfaction of Go-Ride service users in the gojek transportation services business. This research is a quantitative research and take population of Palembang City people who have used Go-Ride services in the go-jek transportation services business.Design/methodology   -  The       research            sample  uses theLameshow equation which is 96,04 rounded to 96 respondent. Data collection techniques using a questionnaire or a closed questionnaire with alternative answers using a Likert scale. The analysis tool uses multiple linear regression analysis using the F test and t test.Findings - The results of this study are: (1) there is no positive and significant impact on the satisfaction of consumers of Go-Ride service users, with t-count-0,266 <t-table 1,985, significance of 0,791> 0.05;(2) there is no positive and significant influence dimension of reliability to customer satisfaction of Go-Ride service users, with t-count0,505 <t- table 1,985, significance 0,615>0,05; (3) there is no positive and significant effect on the dimension of responsiviness to consumer satisfaction of Go-Ride service users, with t-count0,475 < t-table 1,985, significance 0,636> 0,05, (4) there is no positive and significant effect on the assurance dimension to customer satisfaction of Go-Ride service users, with t-count1,546 <t-table 1,985, significance 0,128> 0,05; (5 ) there is a positive and significant influence of empathy dimension on consumer satisfaction of users of Go-Ride services, with t-count 2.148> t-table 1.985, significance 0.034 <0.05, (6) there is a positive influence if and significant tangible dimensions, reliability, responsiveness, assurance, and empathy for the satisfaction of consumers' satisfaction of users of Go-Ride services, with F-count9,339> F-table2.32 with a significance of 0,000 <0.05.
Co-Authors Afini, Vivin Anton Trianto Arubina Bangsawan Asti Arisandi Dimas Try Handoko Feni Fadilah Husin, Farida Imam Suroso Irsan Kemas Welly Angga Permana Khairuddin Khairuddin Marita Pratisila Masnoni Miske Wananda Muhammad Deni, Muhammad Mustikawati Nelly Nelly Nelly Riri Hanifa Roy Saleh Sri Sutandi Sri Winarni Sri Winarni Zein Ghozali Zein Ghozali