THE EFFECT OF PROMOTION AND SERVICE QUALITY ON CUSTOMER SATISFACTION

Fanny Fadila, Fathan Naufal, Rohana Sitanggang, Deslida Saidah

Abstract


Customer satisfaction is a feeling of pleasure or satisfaction that arises after using or consuming a product or service. The purpose of this study is to determine the effect of promotion and service quality on Grab customer satisfaction partially and simultaneously. The sample used was Accidental Sampling with 100 respondents. The research method was Quantitative method using multiple regression analysis. The test results show that the influence of promotion and service quality on Grab service satisfaction is partially and simultaneously strong and significant.


Keywords


Promotion, Service Quality, Customer Satisfaction

Full Text:

PDF

References


Adnyana, D. G. A., & Suprapti, N. W. S. (2018). Pengaruh kualitas pelayanan dan persepsi harga terhadap kepuasan dan loyalitas pelanggan gojek di kota denpasar. E-Jurnal Manajemen Universitas Udayana, 7(p11), 6041.

Ginting, N. F. H. (2011). Manajemen pemasaran.

Handoko, B. (2017). Pengaruh Promosi, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Titipan Kilat JNE Medan. Jurnal Ilmiah Manajemen Dan Bisnis, 18(1), 61–72.

Juniantara, I. M. A., & Sukawati, T. G. R. (2018). Pengaruh Persepsi Harga, Promosi, Dan Kualitas Pelayanan Terhadap Kepuasan Dan Dampaknya Terhadap Loyalitas Konsumen. E-Jurnal Manajemen Universitas Udayana, 7(11), 5955.

Kotler, P., & Keller, K. L. (2016). A framework for marketing management. Pearson Boston, MA.

Kotler, P., Keller, K. L., Ancarani, F., & Costabile, M. (2014). Marketing management 14/e. Pearson.

Rambat, L. (2013). Manajemen Pemasaran Jasa Berbasis Kompetensi. Salemba Empat.

Sentiana, S. S. (2018). Pengaruh Harga dan Promosi Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan. Widya Cipta: Jurnal Sekretari Dan Manajemen, 2(2), 247–254.

Sugiyono. (2008). Metode penelitian pendidikan:(pendekatan kuantitatif, kualitatif dan R & D). Alfabeta.

Sumarwan, U. (2019). Riset Pemasaran dan Konsumen Seri: 3. PT Penerbit IPB Press.

Tjahjaningsih, E. (2016). Pengaruh Citra dan Promosi Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Supermarket Carrefour di Semarang). Media Ekonomi Dan Manajemen, 28(2).

Tjiptono, F. (2008). Strategi Pemasaran Edisi ke 3. Yogyakarta: Andi.

Tjiptono, F. (2012). Service Management: Mewujudkan Layanan Prima Edisi 2. Yogyakarta: Andi.

Wijaya, C. V. (2017). Pengaruh Harga, Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen Depot Madiun Masakan Khas Bu Rudy. Agora, 5(1).

Yamit, Z. (2013). Manajemen Kualitas Produk & Jasa. Yogyakarta: Ekonisia.

https://www.cnbcindonesia.com/tech/20191227065254-37-125903/siapa-penguasa-sejati-pasar-ojol-ri-grab-atau-gojek

https://tekno.kompas.com/read/2021/03/23/10140097/setahun-covid-19-ini-cerita-grab-indonesia-beradaptasi-di-tengah-pandemi?page=all




DOI: https://doi.org/10.25292/atlr.v4i0.447

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.