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The Comparison of Service Quality between Grab & Go-Jek and its Influence toward Customer Satisfaction and Customer Loyalty in Bandung
Difka Muhammad Syahbar (2018) | Skripsi | Manajemen
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In measuring the customer satisfaction and customer loyalty are many variables that effect. In this study discuss the comparison service quality of Grab & Go-Jek and its influence on customer satisfaction and customer loyalty in Bandung. The purpose of this research is to find out the difference between the service quality of Grab & Go-Jek and how much influence of each variable or simultaneously affect customer satisfaction and customer loyalty. This research is complete on people in Bandung with 430 respondents, and data collected through a questionnaire distributed through snowball sampling methods. The methods of analysis used in this study are the validity and reliability, descriptive analysis to know the differences of their services, multiple linear regression analysis to answer one of the purposes of this research, and T-test to know the difference between the two groups of data tested. Based on the results of the descriptive analysis conducted, service quality and customer satisfaction of Grab is more superior than Go-Jek but the customer loyalty value of Go-Jek is more superior than Grab. From the result of regression analysis, only one indicator of service quality is simultaneously affects customer satisfaction and customer satisfaction simultaneously affect customer loyalty. Keywords: Service Quality, Customer satisfaction, Customer Loyalty, Grab, GoJek.