PENGARUH PENANGANAN KOMPLAIN TERHADAP KEPUASAN KONSUMEN APLIKASI OVO

., Alvin (2021) PENGARUH PENANGANAN KOMPLAIN TERHADAP KEPUASAN KONSUMEN APLIKASI OVO. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

OVO is mobile application that is used to make payments at various merchants that cooperate with OVO. However, in practice there are complaints from consumers, so this study aims to determine whether the complaint handling variable has an influence on consumer satisfaction in the OVO application. The population in this study are consumers who use the OVO application. The sampling technique is purposive sampling with 97 respondents. In this study, the data collection technique used a questionnaire instrument. The analysis technique used is validity test, reliability test, classic assumption test, namely normality test and heteroscedasticity test, simple linear regression analysis, t test, and the coefficient of determination . The results of the study prove that complaint handling has a positive and significant effect on consumer satisfaction of the OVO application.

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