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Florentina Claresta
Institut Bisnis dan Informatika Kwik Kian Gie, Indonesia
Humanities Other

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PENGARUH KUALITAS LAYANAN DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN TRANSPORTASI ONLINE GRAB DI JAKARTA UTARA Florentina Claresta; Tony Sitinjak
Jurnal Ilmiah Hospitality Vol 11 No 2: Desember 2022 (in Press)
Publisher : Sekolah Tinggi Pariwisata Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47492/jih.v11i2.2270

Abstract

Transportation is a very basic need that is needed by everyone to carry out activities. Along with the times, various online transportations have started to appear that make it easier for everyone to move. However, often the quality of services provided by the company does not satisfy customers, and the brand image that is built is also less attached to the minds of consumers. The theory used to support this research is the definition of service quality, brand image, and customer satisfaction proposed by Philip Kotler and Kevin Lane Keller; Gary Armstrong and Philip Kotler; Tjiptono; Zeithmal, Bitner, dan Gremler; and Sugiharti. The object of this research is service quality on customer satisfaction and brand image on Grab online transportation customer satisfaction The method in this study uses a causal method by using a questionnaire to collect data. To determine the sample, the method used is non-probability sampling with judgment sampling technique. The results of the analysis show that service quality and Grab's online transportation brand image also have a significant and positive influence on customer satisfaction. The conclusion of this study is that the service quality variable and the Grab online transportation brand image variable have a significant influence on customer satisfaction.
Co-Authors Tony Sitinjak