Pengaruh Kualitas Pelayanan, Promosi Dan Harga Dalam Menciptakan Kepuasan Pelanggan Pada Aplikasi Gojek di Kota Yogyakarta
Keywords:
Service Suality, Promotion, Price, Customer SatisfactionAbstract
This study was conducted to find out: (1) The Effect of Service Quality on Customer Satisfaction in Gojek services in
Yogyakarta City. (2) The Effect of Promotion on Customer Satisfaction on Gojek services in Yogyakarta City. (3) The Effect of
Price on Customer Satisfaction on Gojek services in Yogyakarta City and (4) The Simultaneous Effect of Service Quality,
Promotion, and Price on Customer Satisfaction on Gojek services in Yogyakarta City. The population in this study is Gojek
customers in Yogyakarta City. The sample in this study is 100 respondents. The data collection method in this study uses a
questionnaire. Classical assumption tests include autocorrelation tests, multicollinearity tests, normality tests, and
heteroscedasticity tests. Instrument testing techniques include validity tests and reliability tests. Hypothesis testing includes t test
(partial), f test (simultaneous) and multiple linear regression test. The results of the study show that: (1) There is a positive and
significant influence of Service Quality on Customer Satisfaction in Gojek services in Yogyakarta City. This is shown by a
regression coefficient with a positive value of 0.152, a calculated t-value that is greater than thet-table of 1.846 > 0.1956 and a
significance value of 0.00 < 0.05. (2) There is a positive and significant influence of Promotion on Customer Satisfaction on Gojek
services in Yogyakarta City. This is shown by a regression coefficient with a positive value of 0.459, a t-value that is greater than
the t-table of 6.339 > 0.1956 and a significance value of 0.00 < 0.05. (3) There is a positive and significant influence of Price on
Customer Satisfaction on Gojek services in Yogyakarta City. This is shown by a regression coefficient with a positive value of
0.331, a t-value that is greater than the t-table of 6.170 > 0.1956 and a significance value of 0.00 < 0.05. (4) There is a positive
and significant influence of Service Quality, Promotion, and Price simultaneously on Customer Satisfaction in Gojek services in
Yogyakarta City. This is shown by the regression coefficients which have positive values of 0.152, 0.459 and 0.331, the F value of
the calculation is greater than the Ftable of 146.647 > 0.1956 and the significance value of 0.00 < 0.05
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