Date: 13-11-2018 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN GO-JEK

Detail
Author TRI YOHANNES HENDRIK ANDREAS RAMBA
Category Manajemen Pemasaran

Abstract

The purpose of this study was to find out tangible variables, reliability, responsiveness, assurance, and empathy simultaneously affect consumer satisfaction. And to find out the relationship between tangible variables, reliability, responsiveness, assurance, and empathy partially on the variables of customer satisfaction. In this study service quality is divided into five, namely tangibility, reliability, responsiveness, assurance, and empathy. The results showed that tangible variables showed the results of positive and significant influence, the reliability variable showed the results did not have a positive effect and also not significant, while the variables of responsiveness, assurance, and empathy showed the results of positive but insignificant influence