THE EFFECTS OF TARIFF PRICE AND THE QUALITY OF SERVICE TO CUSTOMER SATISFACTION FOR PT. GOJEK IN SOUTH TANGERANG IN 2022

Abstract

This study aims to analyze the impact of price and service quality on customer satisfaction of GO-JEK app users in south Tangerang region. The type of research used is quantitative descriptive method. The population of this study includes respondents who have used GO-JEK application from different ages, genders and occupations. The number of respondents was 50-100 people. This study used explanatory research method. In conducting the study, the data collection techniques used was through questionnaires for all samples and the results were then processed using the SPSS program. From the results of the coefficient of determination test, it can be seen that the coefficient of determination (R Square) obtained is 0.852. This means that 85.2% of the variation in customer satisfaction variables can be explained by price and service quality variables, while the remaining 14.8% is affected by other variables not mentioned in this study. So, it can be concluded that this research shows that tariff prices and service quality simultaneously affect Customer Satisfaction.