Relationship Between Service Quality With Ojek Customer Satisfaction Online (Gojek)

., Hasan (2020) Relationship Between Service Quality With Ojek Customer Satisfaction Online (Gojek). Undergraduate thesis, Untag 1945 Surabaya.

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Abstract

This study aims to determine the relationship between service quality with customer satisfaction online motorcycle taxi (gojek). The subjects of this study were online motorcycle taxi users, especially motorcycle taxi drivers from all walks of life. The sampling technique used was incidental sampling technique, the sample used by research subjects was 150 online motorcycle taxi users. The data collection of this study uses a linkert scale model of service quality and customer satisfaction that has been tested for validity and reliability. The data obtained were then analyzed using alpha cronbach with the Statistical Package for Social Science for Windows (SPSS) version 16.0 for validity and reliability testing. After the measuring instrument test is fulfilled, Pearson Product moment correlation analysis test is performed to prove the hypothesis. Test the validity of the service quality scale with the index corrected item total correlation of valid items moving from 0.30 to 0.850. Test the validity of the customer satisfaction index corrected item total correlation scale of valid items moving from 0.30 to 0.865. The reliability test of the analysis of service quality scale Alpha Cronbach value = 0.850, while the reliability test of the analysis of customer satisfaction scale Alpha Cronbach value = 0.865. Based on the calculation results of correlation analysis using Pearson Product moment obtained coefficient rxy = 0.895 at p = 0,000 (p <0.01). This shows that there is a significant relationship between service quality and customer satisfaction and the correlation coefficient shows there is a positive relationship between service quality and customer satisfaction, meaning that the higher the quality of service, the higher the level of customer satisfaction.

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