Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/25603
Title: Hubungan Kualitas Pelayanan dengan Kepuasan Konsumen Pengguna Grab Bike pada Mahasiswa di Fakultas Psikologi Universitas Medan Area
Other Titles: The Correlation of Service Quality with Consumer Satisfaction Among Grab Bike Users Among Students at the Faculty of Psychology, University Medan Area
Authors: Tobing, Ruth Damayanty Vivi Ane
metadata.dc.contributor.advisor: Syafrizaldi
Keywords: kualitas pelayanan;Kepuasan Konsumen;mahasiswa;service quality;consumer satisfaction;students
Issue Date: 13-Sep-2024
Publisher: UNIVERSITAS MEDAN AREA
Series/Report no.: NPM;208600168
Abstract: Penelitian ini bertujuan untuk mengetahui apakah ada hubungan antara kualitas pelayanan dengan kepuasan konsumen pengguna Grab Bike pada mahasiswa di Fakultas Psikologi Universitas Medan Area. Penelitian ini menggunakan pendekatan kuantitatif. Teknik sampling yang digunakan adalah Simpel Random Sampling. Serta sampel ditentukan dengan menggunakan rumus slovin, berdasarkan rumus tersebut dapat dihitung sampel yang berjumlah 94 responden. Hasil penelitian menggunakan korelasi product moment 𝑟𝑥𝑦 = 0,792 dengan signifikan p = 0,0000 < 0,05. Artinya, semakin tinggi kualitas pelayanan, maka semakin tinggi pula kepuasan konsumen yang di munculkan, demikian juga sebaliknya. Semakin rendah kualitas pelayanan, maka semakin rendah juga kepuasan konsumen yang di munculkan. Sehingga hipotesis diterima. Dalam penelitian ini Kualitas pelayanan berkontribusi sebesar 62,7% terhadap munculnya kepuasan konsumen. This research aims to find out whether there is a relationship between service quality and consumer satisfaction with Grab Bike users among students at the Faculty of Psychology, Medan Area University. This research uses a quantitative approach. The sampling technique used is Simple Random Sampling. And the sample was determined using the Slovin formula, based on this formula a sample of 94 respondents could be calculated. The research results used product moment correlation 𝑟𝑥𝑦 = 0.792 with a significant p = 0.0000 < 0.05. This means that the higher the quality of service, the higher the customer satisfaction that will arise, and vice versa. The lower the quality of service, the lower the customer satisfaction that will arise. So the hypothesis is accepted. In this study, service quality contributed 62.7% to consumer satisfaction.
Description: 127 Halaman
URI: https://repositori.uma.ac.id/handle/123456789/25603
Appears in Collections:SP - Psychology

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208600168 - Ruth Damayanty Vivi Ane Tobing - Fulltext.pdfCover, Abstract, Chapter I, II, III, V, Bibliography3.64 MBAdobe PDFView/Open
208600168 - Ruth Damayanty Vivi Ane Tobing - Chapter IV.pdf
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