Sembiring, Fitri Annisa Br and Aniesa Samira Bafadhal, S.AB., M.AB (2021) Pengaruh Application Service Provider Quality (Asp-Qual) Dan Persepsi Harga Terhadap Kepuasan Konsumen Pengguna Jasa Transportasi Ojek Online (Survei Online Pada Mahasiswa Pengguna Layanan Grab Bike Di Kota Medan). Sarjana thesis, Universitas Brawijaya.
Abstract
Grab adalah suatu jasa transportasi berbasis digital yang menjadi salah satu layanan aplikasi online dalam hal melayani konsumen sesuai kebutuhannya. Grab bike merupakan layanan ojek online yang disediakan oleh PT Grab, perusahaan layanan transportasi pemesanan berbasis digital melalui aplikasi yang berasal dari Malaysia. Grab Bike menerapkan operasi yaitu dengan cara calon penumpang memesan ojek melalui layanan aplikasi. Grab Bike menerapkan bagi hasil keuntungan 90% untuk Driver Grab Bike dan 10% untuk Grab. Aplikasi Grab Bike bisa diunduh di pusat aplikasi Play Store, iOS dan Windows. Tujuan dari penelitian ini adalah untuk mengetahui dan menjelaskan pengaruh Application Service Provider Quality (ASP-QUAL) Terhadap Kepuasan Konsumen, Persepsi Harga Terhadap Kepuasan Konsumen, dan pengaruh secara simultan antara Application Service Provider Quality (ASP-QUAL) dan Persepsi Harga Terhadap Kepuasan Konsumen. Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian eksplanatori dengan pendekatan kuantitatif. Sampel yang digunakan berjumlah 116 orang responden yang merupakan mahasiswa pengguna layanan ojek online Grab Bike di kota Medan. Uji validitas instrumen dalam penelitian ini menggunakan rumus korelasi Product Moment Pearson dan uji reliabilitasnya menggunakan Cronbach Alpha. Sedangkan untuk menguji hipotesis menggunakan Analisis Regresi Linear Berganda. Hasil dari penelitian ini menunjukkan bahwa: 1) variabel Application Service Provider Quality (ASP-QUAL) tidak berpengaruh signifikan dan positif terhadap Kepuasan Konsumen, 2) variabel Persepsi Harga berpengaruh signifikan dan positif terhadap Kepuasan Konsumen, dan 3) variabel Application Service Provider Quality (ASP-QUAL) dan Persepsi Harga berpengaruh secara simultan terhadap Kepuasan Konsumen.
English Abstract
vi SUMMARY Fitri Annisa Br Sembiring, 2021. The Influence of Application Service Provider Quality (ASP-QUAL) and Price Perception on Customer Satisfaction Online Ojek Transportation Service Users (Online survey on of Student Users of Grab Bike Services in Medan City) Aniesa Samira Bafadhal S.AB., M.AB Grab is a digital-based transportation service that is one of the online application services in terms of serving consumers according to their needs. Grab bike is an online motorcycle taxi service provided by PT Grab, a digital-based ordering transportation service company through an application originating from Malaysia. Grab Bike implements operations, namely by means of prospective passengers ordering motorcycle taxis through application services. Grab Bike applies profit sharing of 90% for Grab Bike Drivers and 10% for Grab. The Grab Bike application can be downloaded at the Play Store, iOS and Windows application center. This study aims to find out and explain the impacts of Application Service Provider Quality (ASP-QUAL) on Customer Satisfaction, the impacts of Price Perception on Customer Satisfaction. In addition, this study also aims to find out and explain the simultaneous impacts between Application Service Provider Quality (ASP-QUAL) and Price Perception on Customer Satisfaction. The type of research used in this research is explanatory research with a quantitative approach. The sample used was 116 respondents who were to students using Grab Bike's online motorcycle taxi service in the city of Medan. The instrument validity test in this study used the Pearson Product Moment correlation formula and the reliability test used Cronbach's Alpha. Meanwhile, to test the hypothesis using Multiple Linear Regression Analysis. The results of the study show that: 1) Application Service Provider Quality (ASP-QUAL) variable not significantly and positively impacts on Customer Satisfaction, 2) Price Perception variable significantly and positively impacts on Customer Satisfaction, and 3) Application Service Provider Quality (ASP-QUAL) and Price Perception variables simultaneously impact on Customer Satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0521030219 |
| Uncontrolled Keywords: | PENYEDIA LAYANAN APLIKASI KUALITAS LAYANAN, PERSEPSI HARGA, KEPUASAN KONSUMEN.,APPLICATION SERVICE PROVIDER QUALITY, PRICE PERCEPTION, CUSTOMER SATISFACTION |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Unnamed user with username nova |
| Date Deposited: | 18 Feb 2022 03:39 |
| Last Modified: | 24 Feb 2022 04:16 |
| URI: | http://repository.ub.ac.id/id/eprint/189829 |
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