The Effect of Price, Service Quality and Customer Value on Gojek Customer Satisfaction in Bekasi Regency

Yeny Yeny, Ika Baskara

Abstract


This study was conducted to analyze the effects of price, service quality, and customer value on GOJEK customer satisfaction in Bekasi Regency. Affordable prices and quality of service that meets customer expectations have a positive influence on customer satisfaction. The sampling method is nonprobability sampling. The sampling technique used in this study is convenience sampling. The number of samples used in this study is as many as 100 samples of Go-Jek customers in the Bekasi Regency area who have used Go-Jek services. The data analysis method used in this study uses multiple linear regression analysis techniques. This study produced conclusions based on the results of the F test, simultaneously showing statistical test results that are significant and feasible to use. Then, based on the results of the T test, it is partially concluded that the price system, service satisfaction, and customer value have a statistical value greater than the p-values, so it can be said that the price variable has a significant influence on customer satisfaction.


Keywords


price; service quality; gojek customer value

Full Text:

PDF

References


Aritonang, Lerbin R. (2015). "Business Forecasting."

Buchari, Alma. (2016). Marketing Management and Service Marketing. Marketing Management and Service Marketing. London: Alfabeta.

Buttle Francis. (2014). "No TitleCustomer Relationship Management."

Chang, Y. H., & Yeh, C. H. (2017). "Corporate social responsibility and customer loyalty in intercity bus services."

Gerson, Richard F. (2015). Measuring Customer Satisfaction. Edited by PPM. Volume 2. Jakarta.

Ghozali, Imam. (2016). No TitleSwiding Analysis Application With IBM SPSS 23 Program (8th edition). Edited by Diponegoro University Publishing Agency. Mold to. Semarang.

Haqi, Muhammad Shahrul and Arivatu Ni'died Rahmatika. (2020a). "The Effect of Price, And Service Quality On Customer Satisfaction Of Grab Food Services In Jombang." Journal of Economics and Business Development . 4 (1): 42-57.

Haqi. (2020b). "The Effect of Price, And Service Quality On Customer Satisfaction Of Grab Food Services In Jombang." Journal of Economics and Business Development. 4 (1): 42-57.

Harpadeles, Ian. (2016a). "The Effect Of Service Quality And Customer Value On Customer Satisfaction And Loyalty Of Trans Metro Pekanbaru." . . Fekon Student Online Journal. 3 (1), 43-56.

Harpandes, Ian. (2016b). "The Effect Of Service Quality And Customer Value On Customer Satisfaction And Loyalty Of Trans Metro Pekanbaru." Fekon Student Online Journal. 3 (1), 43-56.

Kencana, Princess Patchouli. (2020). "The Effect of Price and Service Quality on Customer Satisfaction of PT Huda Express Courier Services at Mcdonald's Bintaro Restaurant." Journal of Administrare. 7(1): 29-38.

Kirana, Ayu Kusuma Galuh Candra. (2015a). "The Effect of Customer Value, Price Perception, Company Image, and Service Quality on Customer Satisfaction at PLN Surakarta Area." Journal of Human Resource Management. 9 (1); 29 – 37.

Kirana, Ayu Kusuma Galuh Candra. (2015b). "The Effect of Customer Value, Price Perception, Company Image, and Service Quality on Customer Satisfaction at PLN Surakarta Area." Journal of Human Resource Management. 9 (1), 29 – 37.

Kotler Phillip, Kevin Lance Keller. (2012). "Marketing Management 14thedition." Gramedia Group Index.

Kotler, Philip and Amstrong, Gary (2014b). "Principles of Marketin, 12th Edition." Principles of Marketin, 12th Edition.

Kotler, Philip and Amstrong, Gary. (2014a). Principles of Marketin, 12th Edition, Volume 1. Edited by Erlangga. Jakarta: Bob Sabran.

Kotler. (2015). "Marketing an Introducing Prentice Hall twelfth edition." England : Pearson Education, Inc.

Lupiyoadi, R. (2013a). Service Marketing Management. Edited by Salemba Four. Jakarta.

Lupiyoadi, R. (2013b). "Service Marketing Management." Salemba Four.

Malhotra, Naresh K. (2015). "Applied Approach Marketing Research." Jakarta: Index.

Metarini, Raden Roro Ayu. (2020). "Effect of Service Quality and Price on Customer Satisfaction at Kartika Candra in Jakarta." Scientific Journal of the Science of Public Administration. 10 (1): 113-122.

Mokoagouw, Steve Engelhart Adolf, James Massie and Rudy Wenas. (2018). "The Effect Of Customer Value And Service Quality On Satisfaction Impact On Customer Loyalty." Journal of Business and Management Research. 6 (3), 241-258.

Ningrum, Yuni Puspita and M. Maskan. (2018). "The Effect of Service Quality and Customer Value on Go-Jek Customer Satisfaction (Case Study on Go-jek Consumers of Go-ride Service Users in Malang City)." Journal of Business Applications. 4 (2), 309-313.

Oentoro, Deliyanti. (2012). Modern Marketing Management. Edited by LaksBang PRESSindo. Yogyakarta.

Prasevie, Silviana Fadilla and Ismail Razak. (2018). "The Effect Of Service Quality And Customer Value On Customer Satisfaction." Journal of Business Management. 6 (2), 1-11.

Prayogie, Zai Darwin Lie, and Marisi Sudung. (2018). "The Effect of Price and Service Quality on Customer Satisfaction at Zul Keluarga Jaya Workshop." Journal of Management and Finance. 6 (2): 40-47.

Rahman, Hendri and Sarli. (2019). "Analysis of the Effect of Customer Value, Service Quality, And Price On Customer Satisfaction In PT. Fertile Wake Up." Journal of Accounting; Entrepreneurship and Business. 4 (2); 228-243.

Rath, Hariyati. (2015). Marketing Mix and Consumer Loyalty. Edited by Alphabet. Bandung.

Santoso, Singgih. (2016). "The Complete Guide to SPSS Version 23." Edited by Elekmedia Computindo.

Sintya, Lumintang Intan, Joyce. Lapian and Merlyn M. Karuntu. (2018). "The Effect of Price and Service Quality on Customer Satisfaction of Go-Jek Online Transportation Services in Feb Unsrat Manado Students." Journal of EMBA. 6 (3): 1778 – 1787.

Solikha, Siti and Imam Suprapta. (2020). "The Effect of Price and Service Quality on Customer Satisfaction (Case Study at PT. Go-Jek)." Journal of Ecobis: Economics, Business & Management. 10 (1): 67-81.

Sudaryono. (2016). Marketing Management Theory & Implementation. Yogyakarta. Edited by Andi Offset. Yogyakarta.

Sugiarto, Dimas D. and Yuniati, T. (2015). "Analysis of Expectations and Perceptions of Service Quality towards Customer Satisfaction Alfamidi Wisma Tropodo." Journal of Management Science and Research. 4 (6): 1-19.

Sugiyono. (2016). Quantitative, Qualitative and R&D Research Methods. Edited by Alphabet. Bandung.

Surbendi and Asmara Hendra Komara. (2019). "Effect Of Prices, Product Quality, And Service Quality On Customer Satisfaction At Bintang Ponsel Pekanbaru." Journal of Accounting, Entrepreneurship and Business. 4 (1): 30-44.

Swastha, Basu. (2010). Marketing Management: Analysis and Consumer Behavior. Edited by BPFE UGM. Yogyakarta.

Tjiptono, Fandy and Greforius, Chandra. (2016). Service Marketing (Principles, Applications, and Research). Edited by Andi. Yogyakarta.

Tjiptono, Fandy and Gregory Chandra. (2016). Service, Quality Satisfaction. Edited by Andi. Yogyakarta.

Tjiptono, Fandy. (2014). Service Marketing – Principles, Applications, and Research. Edited by Andi Offset. Yogyakarta.

Uran, Sirilus P G Ola and Tony Sugiarso. (2017). "The Effect Of Price And Service Quality On Customer Satisfaction On CV." Journal of Administration and Management. 10(2): 642-651.

Usmara. (2013). New Strategies for Marketing Management. Edited by Amara Books. Yogyakarta.

Zeithaml, Bitner, and Gremler. (2009). Service Marketing. Edited by Integrating Customer Focus Across the Firm.




DOI: https://doi.org/10.33258/birci.v5i3.7013

Article Metrics

Abstract view : 90 times
PDF - 40 times

Refbacks

  • There are currently no refbacks.


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

 

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