PENGARUH HARGA, KEPERCAYAAN, DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN GO-JEK DI SURABAYA

Abstract

This study aims to determine the effect of price variables, trust and service quality on customer satisfaction. Where the independent variable consisting of price, trust and service quality affects customer satisfaction as the dependent variable. This research was conducted at PT GO-JEK Indonesia in Surabaya. The method of data collection in this study is a questionnaire which is filled by respondents, namely customers who use GO-JEK in Surabaya who order / use GO-JEK company's online motorcycle taxi services more than twice. Because the number of population cannot be counted, the researcher conducted a determination of the number of respondents based on the Maholtra guidelines, so that a sample of 77 respondents was obtained. The test results with the model feasibility test show that the effect used as a research model together on customer satisfaction using GOJEK in Surabaya is significant. This is supported by the results of the correlation coefficient of 51.3% indicating the existence of a relationship or contribution between the variable price, trust and quality of service to the satisfaction of customers using GO-JEK in Surabaya.

Keywords: price, trust, service quality, customersatisfaction