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<http://katalog.ukdw.ac.id/id/eprint/6307> <http://purl.org/dc/terms/title> "ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN GOJEK INDONESIA (GO-RIDE DAN GO-CAR) DI KOTA MANADO"^^<http://www.w3.org/2001/XMLSchema#string> .
<http://katalog.ukdw.ac.id/id/eprint/6307> <http://purl.org/ontology/bibo/abstract> "Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan Go-Jek Indonesia di kota Manado. Jenis penelitian ini adalah kuantitatif. Penelitian ini dilakukan dengan metode survey dengan cara menyebarkan kuesioner dengan mengambil sampel menggunakan teknik purposive sampling. Sampel yang digunakan sebanyak 100 responden pelanggan Go-Jek di kota Manado. Data yang diperoleh dari kuesioner kemudian diolah menggunakan software SPSS 25. Dalam penelitian ini terdapat 5 (lima) variable independen atau variable bebas, dan 1(satu) variable dependen atau variable terikat. Variable independen yaitu bukti fisik, keandalan, daya tanggap, jaminan, dan empati, kemudian untuk variable dependen adalah kepuasan pelanggan/konsumen. Hasil dari penelitian ini menunjukkan bahwa dalam uji validitas semua variable dinyatakan valid. Untuk uji reliabilitas dari lima variable independen ada satu variable yaitu empati yang tidak reliabel dikarenakan nilainya dibawah standar yang digunakan yaitu 0.60. Untuk uji pengaruh signifikasi semua variable tidak berpengaruh signifikan yang artinya tingkat kepuasan pelanggan Go-Jek di kota Manado tidak dipengaruhi oleh kualitas pelayanan tetapi ada faktor lain, mungkin bisa saja dari segi harga, citra merek, promosi dan lain sebagainya."^^<http://www.w3.org/2001/XMLSchema#string> .
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