Analisa Total Service Quality Management Terhadap Kepuasan Pelanggan Go-Jek

Abstract

This study was conducted to analyze the effect of Total Service QualityManagement to customer satisfaction Go-Jek, On the Go-Jek student in college Pelita Indonesia Pekanbaru. using 5 dimensions TSQM. The technique used to take samples of the research is purposive sampling. Of the 100 samples collected. In this study the validity and reliability tests conducted to ascertain the validity and reliability of research instrument. The data analyzed were used in this research is multiple linear regression, t test and F test results showed that there are significant Effect of Total Service Quality management to customer satisfaction on the dimensions of the physical quality, physical quality support, the company's quality, technical quality and interactive quality to customer satisfaction Go-Jek, either partially or simultaneously from all dimensions. ?Alamat