Permana, Doni Kusuma (2024) PENGARUH PERSEPSI HARGA, KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN (Survei pada Pengguna Aplikasi Transportasi Online Grab Di Kuningan). S1 / D3 thesis, Universitas Kuningan.

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Official URL: https://rama.uniku.ac.id

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh persepsi harga, kualitas pelayanan dan kepercayaan terhadap kepuasan pelanggan. Sampel dalam penelitian ini adalah pengguna aplikasi transportasi online Grab di Kuningan. Metode penelitian yang digunakan penulis dalam penelitian ini adalah metode kuantitatif dengan menggunakan kuesioner melalui google form. Jumlah keseluruhan sampel dalam penelitian ini sebanyak 180 responden. Teknik pengumpulan data yang digunakan oleh penulis dalam penelitian ini adalah kuesioner dan pengukurannya menggunakan skala interval, data yang didapat diolah dengan metode analisis regresi linear berganda dengan bantuan aplikasi SPSS versi 23. Pembuktian hipotesis dilakukan dengan menggunakan teknik analisis deskriptif. Hasil penelitian menunjukan bahwa : persepsi harga, kualitas pelayanan dan kepercayaan baik secara simultan dan parsial berpengaruh positif dan signifikan terhadap kepuasan pelanggan pengguna aplikasi transportasi online Grab.
Kata Kunci : Persepsi Harga, Kualitas Pelayanan, Kepercayaan, Kepuasan Pelanggan

This study aimed to determine the effect of price perception, service quality and trust on customer satisfaction. The sample in this study was users of the Grab online transportation application in Kuningan. The research method used by the author in this study is a quantitative method used a questionnaire through google form. The total number of samples in this study was 180 respondents. The data collection technique used by the author in this study was a questionnaire and measurement used an interval scale, the data obtained was processed by multiple linear regression analysis methods with the help of the SPSS application version 23. Proof of hypotheses was carried out used descriptive analysis techniques. The results showed that: price perception, service quality and trust both simultaneously and partially have a positive and significant effect on customer satisfaction of Grab online transportation application users.
Keywords : Price Perception, Service Quality, Trust, Customer Satisfaction

Item Type: Thesis (S1 / D3)
Uncontrolled Keywords: Persepsi Harga, Kualitas Pelayanan, Kepercayaan, Kepuasan Pelanggan Price Perception, Service Quality, Trust, Customer Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: SE Doni Kusuma Permana
Date Deposited: 27 Nov 2025 02:33
Last Modified: 27 Nov 2025 02:33
URI: https://rama.uniku.ac.id/id/eprint/3999

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