Pengaruh perceived value, service quality dan e-service quality dan e-service quality terhadap customer satisfaction dan customer behavioral intention pada pengguna grab Surabaya

Phiedono, Nick Anderson (2018) Pengaruh perceived value, service quality dan e-service quality dan e-service quality terhadap customer satisfaction dan customer behavioral intention pada pengguna grab Surabaya. Undergraduate thesis, Widya Mandala University Surabaya.

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Abstract

Internet saat ini telah menjadi kebutuhan sehari-hari. Pengguna internet di Indonesia telah mengalami peningkatan yang signifikan. Hal tersebut mengakibatkan banyak bermunculan jasa transportasi online di indonesia. Grab merupakan salah satu penyedia jasa transportasi online yang menggunakan berbagai strategi terkait dengan perceived value, service quality, e – service quality, customer satisfaction, dan customer behavior intention. Penelitian ini bertujuan untuk mengetahui pengaruh antara perceived value, service quality, e – service quality, terhadap customer satisfaction, dan customer behavior intention pada pengguna Grab di Surabaya. Sampel yang digunakan sebesar 150 responden pengguna Grab di Surabaya. Alat pengumpulan data yang digunakan adalah kuesioner. Teknik analisis data menggunakan Regresi Linier Berganda dengan menggunakan program SPSS 23. Hasil penelitian menunjukan bahwa perceived value, service quality, e – service quality, berpengaruh positif dan signifikan terhadap customer satisfaction, serta perceived value dan customer satisfaction customer behavior intention. Namun service quality, dan e-service quality tidak bengaruh positif dan signifikan terhadap customer behavior intention.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Perceived value, service quality, e–service quality, customer satisfaction, customer behavior intention.
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Nick Anderson P
Date Deposited: 16 Aug 2018 08:13
Last Modified: 16 Aug 2018 08:13
URI: http://repository.wima.ac.id/id/eprint/15955

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