CD Tesis

Analisis Pengaruh Kualitas Pelayanandan Harga Dengan Kepercayaan Sebagai Variabel Moderasi Terhadap Kepuasan Konsumen Go-Ride Di Kota Pekanbaru

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This study aims to know the influence of service quality and price with trust as a moderating variable towards Go-Ride consumer satisfaction in Pekanbaru.
The number of samples in this study were 230 respondents as users of the Go-Ride transportation service, which is a variant of services provided by Go-Jek. The approach used is purposive sampling approach. Data analysis techniques use Partial Least Square (PLS) with SmartPLS tools. Descriptive analysis results in a score of variable service quality, price, trust and satisfaction of 4.56, 4.55, 4.62, and 4.51 which are in the excellent category.
The results of this study indicate that there is a significant direct effect of service quality on satisfaction, and the results of moderating trust with the quality of service to satisfaction have a significant effect. The direct effect of prices on satisfaction does not produce a significant effect, as well as the results of moderating trust with prices towards satisfaction. The results of the Goodness of Fit show a value of 0.752 or 75.2%, which means that the accuracy of this research model can explain the diversity of research variables.


Keywords : Service Quality, Price, Trust and Customer Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0123)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xiii, 126 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0123)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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