Pengaruh Pelayanan Jasa Transportasi online Grab terhadap Kepuasan Pelanggan Pengguna Aplikasi OVO (Survey terhadap Kepuasan Pengguna Grab aplikasi OVO di Kalangan mahasiswa UKI)

Damanik, Veronika (2019) Pengaruh Pelayanan Jasa Transportasi online Grab terhadap Kepuasan Pelanggan Pengguna Aplikasi OVO (Survey terhadap Kepuasan Pengguna Grab aplikasi OVO di Kalangan mahasiswa UKI). S1 thesis, Universitas Kristen Indonesia.

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Abstract

Tujuan penelitian ini untuk melihat pengaruh pelayanan jasa transportasi online terhadap kepuasan pelanggan pengguna aplikasi OVO. Teori yang digunakan dalam penelitian ini adalah teori Determinisme Teknologi. Hipotesis penelitian ini adalah terdapat pengaruh pelayanan jasa transportasi online Grab terhadap kepuasan pelanggan pengguna aplikasi OVO. Penelitian ini menggunakan pendekatan kuantitatif dengan metode penelitian survey. Data dikumpulkan dengan menggunakan kuesioner yang disebarkan kepada 53 orang responden yang didapatkan dengan metode pengambilan sampel acak sederhana. Hasil penelitian ini menunjukkan bahwa pengaruh pelayanan jasa transportasi online Grab terhadap kepuasan pelanggan pengguna aplikasi OVO cukup tinggi. Dengan demikian hipotesis penelitian ini terbukti bahwa terdapat pengaruh pelayanan jasa terhadap kepuasan pelanggan. Kata Kunci:Pelayanan Jasa, Transportasi online, kepuasan pelanggan. / The purpose of this study is to see the effect of online transportation services on customer satisfaction of OVO application users. The theory used in this study is the theory of technological determinism. The hypothesis of this study is that there is the effect of Grab online transportation services on customer satisfaction of OVO application users. This study uses a quantitative approach with survey research methods. Data was collected using a questionnaire distributed to 53 respondents obtained by simple random sampling methods. The results of this study indicate that the effect of Grab online transportation services on customer satisfaction of OVO application users is quite high. Thus the hypothesis of this study proved that there is an influence of service services on customer satisfaction. Keywords:Services, online transportation, customer satisfaction.

Item Type: Thesis (S1)
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSiahaan, ChontinaUNSPECIFIEDUNSPECIFIED
Subjects: SOCIAL SCIENCES
Divisions: FAKULTAS ILMU SOSIAL DAN ILMU POLITIK > Ilmu Komunikasi
Depositing User: Mr Glenn Simanjuntak
Date Deposited: 14 Aug 2024 09:57
Last Modified: 14 Aug 2024 09:57
URI: http://repository.uki.ac.id/id/eprint/15917

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