Dian, Catur Oktaviani (2019) ANALISIS PERBANDINGAN KUALITAS PELAYANAN, HARGA DAN KEPUASAN KONSUMEN PENGGUNA LAYANAN GO-JEK DAN GRAB (Studi Kasus pada Konsumen Pengguna Layanan GO-JEK dan GRAB di Purwokerto). Skripsi thesis, IAIN Purwokerto.
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Analisis Perbandingan Kualitas Pelayanan, Harga Dan Kepuasan.pdf Download (1MB) | Preview |
Abstract
Competition in service companies is increasingly stringent demanding businesses to provide the best quality of service in order to meet customer desires in accordance with what they expect, so that customers will feel satisfied with the services provided. In addition to the quality of service prices also affect consumer satisfaction, so in setting prices business businesses must be able to ensure that these prices can be reached by all circles. This is the rationale for continuing to meet the desires and expectations of consumers, so consumers will not turn to competitors. The purpose of this study is to determine whether there are significant differences in service quality, price and customer satisfaction according to the perception of Go-Jek and Grab users in Purwokerto. This research is a comparative study. Information about research is obtained from data collection techniques that have been carried out on research subjects, namely Go-Jek and Grab users. The population in this study were people who had used Go-Jek and Grab, while the study sample was 200 respondents consisting of 100 Go-Jek users and 100 Grab users. This study uses the analysis technique of Independent Sample T-Test with the SPSS 21 program. This research was conducted in Purwokerto from June to July 2019. The results showed that the average quality of service for Go-Jek had an average of 102.23 and Grab had an average of 99.85, the price of Go-Jek had an average of 19.57 and Grab had an average of 20.23 , and Go-Jek Consumer Satisfaction has an average of 20.33 and Grab has an average of 19.80. Hypothesis results prove that there is no significant difference between service quality, price and consumer satisfaction of Go-Jek and Grab.
| Item Type: | Thesis (Skripsi) |
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| Uncontrolled Keywords: | online bussiness, Service quality, Price and Consumer Satisfaction. |
| Subjects: | 600 Technology (Applied sciences) > 650 Management and auxiliary services > 658 General management > 658.1 Organization Management 600 Technology (Applied sciences) > 650 Management and auxiliary services > 658 General management > 658.8 Marketing |
| Divisions: | Fakultas Ekonomi dan Bisnis Islam > Ekonomi Syariah |
| Depositing User: | Aris Administrator Perpustakaan IAIN Purwokerto |
| Date Deposited: | 10 Oct 2019 00:38 |
| Last Modified: | 10 Oct 2019 00:38 |
| URI: | http://repository.uinsaizu.ac.id/id/eprint/6200 |
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