PENGARUH KEMUDAHAN PENGGUNAAN APLIKASI DAN KUALITAS PELAYANAN JASA ANTAR MAKANAN “GRAB” (BERBASIS ONLINE) TERHADAP KEPUASAN PELANGGAN DI KOTA PALEMBANG

., Dewi (2021) PENGARUH KEMUDAHAN PENGGUNAAN APLIKASI DAN KUALITAS PELAYANAN JASA ANTAR MAKANAN “GRAB” (BERBASIS ONLINE) TERHADAP KEPUASAN PELANGGAN DI KOTA PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aims to determine and examine the effect of ease of use of applications and the service quality of food delivery service "Grab" (online based) on customer satisfaction in Palembang. The population in this study were Grab-food users in Palembang. Meanwhile, the sample is Palembang people who use Grab's food delivery service at least 8 times a month. The data analysis techniques used were the instrument feasibility test (validity test and reliability test), classical assumption test (normality test, multicollinearity test, and heteroscedasticity test), multiple linear regression analysis, and hypothesis testing (t test, F test, and coefficient of determination. (R2)). The results obtained show that the variables of the Ease of use of the application and the service quality of food delivery service "Grab" (online based) have an effect on customer satisfaction in the Palembang.

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