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Analisis Tingkat Kesesuaian Kualitas Pelayanan Pengemudi Gojek Terhadap Kepuasan Pelanggan Pada Mahasiswa Universitas Riau

This study aims to determine the quality of Gojek driver service, the suitability level of service quality and cutomer satisfaction at students of the University of Riau. This researchwas conducted at the University of Riau, with a sample of 200 respondents. The data collection technique used in the study was questionnaire using Google Form. The analysis used in this research is descriptive analysis, Importance Performance Analysis (IPA), Cutomers Satisfaction Index (CSI). The level of conformity to expectations with reality is 89,20%. This level of conformity has not been able to meet customer expectations dully, especially customers expectations on the attributes of carrying customers goods. The results of the Importance Performance Analysis there are 1 attribute that is included in the main priority needs to be done in the service of awareness A consciousness that is alert in carrying customers good, while those classified as priority are maintained in quadrant B there are one attribute namely the driver confirms the order immediately. The result of the Customers Satisfaction Index method show that customers are satisfied with the services provided by Gojek drivers at the students of Riau University, it can be seen that the value of the Customers Satisfaction Index (CSI) is 77.5%, this means that the customers is satisfied , however, the satisfaction is not maximal, therefore, to provide maximum satisfaction to the students of Riau University students.
Key Words: Service Quality and Customers Satisfaction

Ketersediaan
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Perpustakaan Universitas Riau 05 01. 120 (0025)
05 01. 120 (0025)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
05 01. 120 (0025)
Penerbit
Pekanbaru : Universitas Riau - FKIP – Pendidikan Ekonomi.,
Deskripsi Fisik
viii, 64 hlm,; ill.: 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
05 01. 120 (0025)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PENDIDIKAN EKONOMI
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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