PENGARUH HARGA, KUALITAS LAYANAN, FAKTOR EMOSIONAL DAN KEMUDAHAN TERHADAP KEPUASAN KONSUMEN JASA TRANSPORTASI ONLINE GRAB

., Anita (2018) PENGARUH HARGA, KUALITAS LAYANAN, FAKTOR EMOSIONAL DAN KEMUDAHAN TERHADAP KEPUASAN KONSUMEN JASA TRANSPORTASI ONLINE GRAB. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

This study aims to determine whether or not the influence of price, service quality, emotional factors and ease of customer satisfaction Grab online transport services. The sampling technique used purposive sampling method by using sample of 100 respondents. Hypothesis testing of this research using multiple linear regression analysis with SPSS.16 tool. The results of this study explain that price and quality of service have no effect on customer satisfaction of Grab's online transportation service. While the emotional factors and ease of effect on customer satisfaction Grab online transport services. Keywords: Price, Service Quality, Emotional Factor, Ease, Consumer Satisfaction.

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