Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Konsumen

( Studi Pada Mahasiswa Pengguna Ojek Konvensional)

Authors

  • Dimas Realino Universitas Nusa Nipa
  • Valeria Eldyn Gula Universitas Nusa Nipa
  • Sofiana Jelita Universitas Nusa Nipa

DOI:

https://doi.org/10.61132/lokawati.v1i4.137

Keywords:

Service Quality, Price, Satisfaction, Conventional Ojek

Abstract

Conventional Ojek is one form of alternative transportation in Indonesia. Sikka Regency has rapid development in all sectors and has several airports and ports to support the movement of people and goods. Conventional ojek meets the biggest competitor, namely the emergence of online ojek. Although various competitors appear conventional ojek in Sikka Regency is still the main choice of public transportation mode. This study analyzes the effect of service quality and price on consumer satisfaction of students who use conventional ojek services at Nusa Nipa University. The population in this study were all students who use conventional ojek at Nusa Nipa University. This study uses purposive sampling method, namely the technique of determining the sample using certain considerations with the number of respondents 100 people. The research instrument used a questionnaire with the data collection technique used was to use a Likert scale and analyzed using SPSS 25 software. The results show that partially service quality has a significant effect on customer satisfaction. Price has a significant effect on customer satisfaction. Simultaneously service quality and price have a significant effect on customer satisfaction. Conventional ojek has become a means of transportation that is needed by people in Maumere city. Government advice needs to take care of legalization, conventional ojek data collection, infrastructure management and price regulations and to ojek drivers pay attention to safety, comfort and completeness of vehicles.

 

Downloads

Download data is not yet available.

References

Anggriana, R., Qomariah, N., & Santoso, B. (2017). JSMBI ( Jurnal Sains Manajemen Dan Bisnis Indonesia ) Vol. 7 No. 2 Desember Hal. 137-156. 7(2).

Haladi, A. Y., & * A. (2018). PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI GOJEK DI KOTA SURABAYA. An-Nisbah: Jurnal Ekonomi Syariah, 5(1), 358–375. https://doi.org/10.21274/an.2018.5.1.358-375

Han Handoko, B., & Manajemen, P. (2016). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Titipan Kilat Jne Medan. Jurnal Ilmiah Manajemen dan Bisnis, 17(01). http://jurnal.umsu.ac.id

Imanuel, B. H., & Tanoto, S. (2019). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Di PT Hastaco Tour and Travel. 7(1).

K. Kotler, P., & Keller. (2016). Marketing management, 14th ed. Prentice Hall.

Kotler, Philip and Gary Amstrong. (2016). Prinsip-prinsip Pemasaran. Edisi13. Jilid 1. Jakarta:Erlangga

Kurniati, L., Faris, S., Pakpahan, E., & Purba, K. (2022). The Effect of Service Quality, Company Image and Prices on Customer Loyalty Through Customer Satisfaction on Consumers Using Line Transportation Applications in Students of The Faculty of Psychology. 10(1).

Malhotra, N.K. (2012). Basic Marketing Research Integration of Social Media (4th ed.). Boston: Pearson.

Malhotra, N.K., & Dash, S. (2016). Marketing Research an Applied Orientation (7th ed.). Chennai: Pearson India Education Services.

Pasharibu, Y., Paramita, E. L., & Febrianto, S. (2018). Price, service quality and trust on online transportation towards customer satisfaction. Jurnal Ekonomi Dan Bisnis, 21(2), 241–266. https://doi.org/10.24914/jeb.v21i2.1965

P. Valarie A Zeithaml, Mary Jo Bitner, Dwayne D Gremler. (2006). Services marketing: Integrating customer focus across the firm, 4th ed. New York, NY and London: McGraw-Hill/Irwin,

Rohaeni, H., & Marwa, N. (2018). Kualitas Pelayanan Terhadap Kepuasan Pelanggan. 2(2).

Sekaran, Uma dan Roger Bougie, (2017), Metode Penelitian untuk Bisnis: Pendekatan Pengembangan-Keahlian, Edisi 6, Buku 1, Cetakan Kedua, Salemba Empat, Jakarta Selatan 12610.

Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif, dan R and D. Bandung: Alfabeta.

Sugiyono. (2019). Metodelogi Penelitian Kuantitatif dan Kualitatif Dan R&D. Bandung: ALFABETA.

Sutisna, E., Sekarini, R. A., Sekarini, H., & Ismawati, R. N. (2023). The Effect of Service Quality and Price on Customer Satisfaction of Online Motorcycle Taxi Services in North Jakarta. International Journal of Social Science And Human Research, 06(04). https://doi.org/10.47191/ijsshr/v6-i4-07

Tjiptono, Fandy., & Gregorius Chandra. (2017). Pemasaran Strategik Edisi 3. Yogyakarta: Andi offset

Wang, Y., Zhang, Z., Zhu, M., & Wang, H. (2020). The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China. SAGE Open, 10(1), 215824401989880. https://doi.org/10.1177/2158244019898803

Hidayati, S.N. (2016). Pengaruh Pendekatan Keras dan Lunak Pemimpin Organisasi terhadap Kepuasan Kerja dan Potensi Mogok Kerja Karyawan. Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship, 5(2), 57-66. http://dx.doi.org/10.30588/SOSHUMDIK.v5i2.164.

Risdwiyanto, A. & Kurniyati, Y. (2015). Strategi Pemasaran Perguruan Tinggi Swasta di Kabupaten Sleman Yogyakarta Berbasis Rangsangan Pemasaran. Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship, 5(1), 1-23. http://dx.doi.org/10.30588/SOSHUMDIK.v5i1.142.

Bator, R. J., Bryan, A. D., & Schultz, P. W. (2011). Who Gives a Hoot?: Intercept Surveys of Litterers and Disposers. Environment and Behavior, 43(3), 295–315. https://doi.org/10.1177/0013916509356884.

Downloads

Published

2023-08-15

How to Cite

Dimas Realino, Valeria Eldyn Gula, & Sofiana Jelita. (2023). Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Konsumen: ( Studi Pada Mahasiswa Pengguna Ojek Konvensional). Lokawati : Jurnal Penelitian Manajemen Dan Inovasi Riset, 1(4), 68–81. https://doi.org/10.61132/lokawati.v1i4.137

Similar Articles

1 2 3 4 5 6 7 8 9 10 > >> 

You may also start an advanced similarity search for this article.