Perbedaan Kepuasan Konsumen Pengguna Grab dengan go-car di Kota Medan

Abstract

This study aims to determine differences in customer satisfaction between Grab users and Go-car. The study was conducted on 64 consumers, consisting of 30 Grab customers and 34 Go-car consumers. The hypothesis proposed in the research is proved by using the Technique of Analysis of 1 Path Variance. The results obtained are as follows: a). There is a significant difference of consumer satisfaction between Grab consumer and Go-car consumer with coefficient F = 68,864 ; sig = 0,000. Thus the proposed hypothesis that reads There is difference of consumer satisfaction between consumer grab with consumer go-car, Otherwise accepted. b). Furthermore, by looking at the average value known that consumers grab Have higher consumer satisfaction than go-car consumers. Consumer grab has an average value of customer satisfaction of 149,933, While consumers go-car has an average value of consumer satisfaction of 123,176. In addition, customer satisfaction is generally high, Because the empirical mean is the difference with the hypothetical average value over the SD number. As for consumer grab customer satisfaction is very high, Because the empirical mean difference with the hypothetical average value exceeds twice the number of SD. Then for the consumer go-car, Customer satisfaction is high, Because the empirical mean difference with the hypothetical mean does not exceed the SD number