ANALISIS KOMPARATIF KEPUASAN PELANGGAN TRANSPORTASI OJEK ONLINE GO-JEK DAN GRAB (Survey Pada Mahasiswa Universitas Negeri Jakarta Pengguna Go-Jek dan Grab)

FERDIANSYAH, MUHAMMAD RIO (2020) ANALISIS KOMPARATIF KEPUASAN PELANGGAN TRANSPORTASI OJEK ONLINE GO-JEK DAN GRAB (Survey Pada Mahasiswa Universitas Negeri Jakarta Pengguna Go-Jek dan Grab). D3 thesis, Universitas Negeri Jakarta.

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Abstract

Muhammad Rio Ferdiansyah. 1702517051. COMPARATIVE ANALYSIS OF ONLINE TRANSPORTATION GO-JEK AND GRAB CUSTOMER SATISFACTION (Survey on State University of Jakarta Students of Go-Jek and Grab Users). Study Program DIII Marketing Management. Fakulty Of Economics. State University Of Jakarta. This study aims to determine: 1) Go-Jek customer satisfaction description, 2) Grab customer satisfaction destription, 3) Go-Jek and Grab customer satisfaction differences. The population in this study were students of State University of Jakarta. With a sample of 100 respondents with details of 50 Go-Jek users and 50 Grab users with 5 times minimum use. The method in this study uses a comparative descriptive method with a quantitative approach. Data analysis techniques using validity, reliability, normality and paired sample t-test using SPSS version for data processing. The result is a differences in customer satisfaction between Go-Jek and Grab has found with a 0,004 significant value (2-tailed) or <0,005. And the average value of Go-Jek is 88,12 and 83,54 for Grab which indicates the level of Go-Jek customer satisfaction is higher. Keywords: Customer Satisfaction, Services

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