Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan jasa transportasi Gojek di Kota Jambi

Authors

  • Rizkon Ariyandi Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi
  • Dahmiri Dahmiri Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi
  • Novita Sari Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi

DOI:

https://doi.org/10.22437/jdm.v8i2.16869

Keywords:

customer satisfaction, service quality, price

Abstract

One of the transportation service companies developing in the city of Jambi is Gojek. Go-Jek is the pioneer of mobile application-based motorcycle taxi services through its Go-Ride service. The increasing number of online motorcycle taxis impacts tighter competition. The factors causing this are price competition and the many online motorcycle taxi services choices. This study aimed to determine the effect of service quality and price simultaneously and partially on customer satisfaction on GoJek transportation services in Jambi City. The approach used in this research is quantitative. The sampling technique used was through interviews, observations, and questionnaires. The data analysis technique in this study is multiple linear regression with the help of SPSS version 25.0 software. The results of this study are: (1) Service quality does not significantly affect customer satisfaction of Gojek online transportation users in Jambi city. This variable has a positive influence on customer satisfaction. (2) Price has a significant effect on customer satisfaction of Gojek online transportation users in Jambi city, and this variable has a positive influence on customer satisfaction. (3) Service quality and price perception together have a significant influence on the customer satisfaction of Gojek online transportation users in Jambi. This variable has a positive influence on customer satisfaction. 

Downloads

Download data is not yet available.

References

Augusty, F. (2006). Metode penelitian manajemen. Semarang: Badan Penerbit Universitas Diponegoro.

Aunurrahman. (2009). Belajar dan pembelajaran. Bandung: Alfabeta.

Azwar, S. (2006). Reliabilitas dan validitas. Yogyakarta: Pustaka Pelajar. Jurnal Internasional , 1 (1), 49-57.

Buttle, F. (2007). Customer relationship management (manajemen hubungan pelanggan) concept and tools. Malang: Bayumedia Publishing.

Cipta. Arikunto, S. (2006). Prosedur Penelitian Suatu Pendekatan Praktek. Jakarta: PT. Rinka Cipta.

Dahmiri, D., & Suzana, V. (2016). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sarolangun (Studi Pada Mahasiswa Universitas Jambi). Jurnal Manaejemen Terapan dan Keuangan, 5(3).

Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing science, 25(6), 718-739.

Indriawati, P. (2018). Pengaruh kepercayaan diri dan kecerdasan emosional terhadap hasil belajar mahasiswa Universitas Balikpapan. Jurnal Pendidikan Edutama, 5(2), 1-10..

Kotler, P. (2010). Manajemen pemasaran: analisis, perencanaan, implementasi dan kontrol,(terjemahan Hendra Teguh dan Ronny A. Rusli AK). Jakarta: PT. Ikrar Mandiriabadi.

Kusumastuti, F. (2010). Pengaruh harga, atribut produk dan promosi terhadap keputusan pembelian produk telepon seluler Sony Ericsson (Studi Kasus di Kabupaten Temanggung. (Doctoral dissertation, Diponegoro University).

Lailia, N., Suryoko, S., & Saryadi, S. (2013). Pengaruh kualitas pelayanan, harga dan nilai pelanggan terhadap tujuan pengguna jasa layanan Bengkel Ahass 0002 Semarang Honda Center. Jurnal Ilmu Administrasi Bisnis , 1 (1), 219-226..

Marati, N. C. (2016). Pengaruh kualitas layanan dan harga terhadap kepuasan pelanggan jasa transportasi ojek online (Studi pada konsumen gojek di Surabaya). Jurnal Pendidikan Tata Niaga (JPTN), 4(3)..

Oktarini, R. (2020). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pengguna jasa aplikasi gojek di Kota Tangerang. Jurnal Sekretari Universitas Pamulang, 6(2), 248-257..

Supranto, J. (2006). Pengukuran tingkat kepuasan pelanggan untuk menaikkan pangsa pasar. Jakarta: Rineka Cipta.

Tjiptono, F. (2008). Strategi pemasaran. Yogyakarta. Andi Offset.

Utama, P. (2013). Ahmadi, A. (2009). Psikologi umum edisi revisi. Jakarta: Rineka

Zeithaml, VA, Parasuraman, A., Berry, LL, & Berry, LL (1990). Memberikan layanan berkualitas: menyeimbangkan persepsi dan harapan pelanggan . Simon dan Schuster.

Downloads

Published

2020-12-15

How to Cite

Ariyandi, R., Dahmiri, D., & Sari, N. . (2020). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan jasa transportasi Gojek di Kota Jambi. Jurnal Dinamika Manajemen, 8(3), 131-140. https://doi.org/10.22437/jdm.v8i2.16869

Issue

Vol. 8 No. 3 (2020): Jurnal Dinamika Manajemen

Section

Articles

License

Copyright (c) 2020 Rizkon Ariyandi, Dahmiri Dahmiri, Novita Sari

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.