PENGARUH NILAI PERSEPSI DAN KUALITAS LAYANAN TERHADAP PERILAKU KEWARGANEGARAAN PELANGGAN (CCB) APLIKASI GRAB DI JAKARTA BARAT

Efendi - Tampubolon

Abstract


Penelitian ini bertujuan untuk mendeskripsikanpengaruh nilai persepsi dan kualitas layanan yang dirasakan oleh pengguna aplikasi transportasi daring Grab di Jakarta Barat. Populasi dalam penelitian ini adalah seluruh pengguna Grab se-Indonesia. Sampel dalam penelitian ini diambil berdasarkan salah satu metode sampling non probabilitas yaitu teknik purposive sampling. Berdasarkan teknik sampling tersebut, sebanyak 200 orang sebagai sampel dalam penelitian ini didapatkan sebagai subyek penelitian.Pengumpulan data dilakukan menggunakan kuesioner yang dibagikan langsung kepada responden. Metode statistik yang digunakan sebagai analisis data adalah analisis regresi linear untuk mengetahui pengaruh variabel dalam penelitian. Hasil penelitian menunjukkan bahwa kepuasan pelanggan secara parsial mempengaruhi mediasi pada kualitas layanan dengan perilaku kewarganegaraan pelanggan.

 

Kata Kunci:

Nilai Persepsi, Kualitas Layanan, Perilaku Kewarganegaraan Pelanggan, Grab


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DOI: https://doi.org/10.31846/jae.v8i2.288

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