FIRHAN, MAHENDRA ADI PURNAMA (2021) PENGARUH PELAYANAN DALAM SEGI FISIK, KEHANDALAN, DAYA TANGGAP, JAMINAN DAN EMPATI TERHADAP TINGKAT KEPUASAN PELANGGAN GO-JEK JEMBER. Skripsi thesis, STIE Mandala.

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Abstract

ABSTRACT Influence of Service in terms of Physical, Reliability, Responsiveness, Guarantee and Empathy on Go-Jek Jember Customer Satisfaction Level Firhan Mahendra Adi Purnama Management Study Program, Mandala College of Economics Jember Email: firhanlloading@gmail.com ABSTRACT GO-JEK is a social-minded technology company that serves online motorcycle taxi services with the aim of improving welfare in Indonesia. Go-jek itself is one of the public transportation that has developed in Jember. This online transportation began to spread to Jember in August 2017. The purpose of this study was to determine and analyze the effect of physical evidence services, reliability, responsiveness, assurance and empathy partially and simultaneously on the level of customer satisfaction of Go-Jek Jember. This study uses a quantitative method that aims for quantitative research is empirical research whose data is in the form of numbers. Quantitative Method is a research methodology based on the philosophy of positivism, used to examine a particular population or sample and to test the established hypothesis. Data collection methods were carried out and described by means of interviews, questionnaires, observations and documentation. The results of the research show that the service of physical evidence, reliability, responsiveness, assurance and empathy partially and simultaneously does not affect the level of customer satisfaction Go-Jek Jember. on the service of physical evidence, reliability, responsiveness, assurance and empathy partially and simultaneously to not affect the level of customer satisfaction Go-Jek Jember Keywords: Physical Service, Reliability, Responsiveness, Assurance and Empathy and Customer Satisfaction.

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	MANAJEMEN-S1
Depositing User:	Handoko Triharso
Date Deposited:	08 Feb 2025 02:00
Last Modified:	08 Feb 2025 02:00
URI:	http://repo.itsm.ac.id/id/eprint/765

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