PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI ONLINE MAXIM DI KOTA BATAM

Abstrak

Transportation is the movement of goods or people from one place to another relying on human or machine power. In an era where technology and knowledge have developed, humans have various activities. In order to fulfill these activities, humans need transportation facilities and infrastructure. This study uses quantitative methods to determine whether service quality and price perceptions affect customer satisfaction with maxim online transportation services in the city of Batam. Samples were taken using the Jacob Cohen formula as many as 204 people. The data collection technique used is the distribution of questionnaires using google form and processing with SPSS (Statistical Package for Social Sciences). The variable analysis technique used is multiple linear regression. The results of data analysis obtained from many linear regression equations are Y = 2,80+0,579X1 + 0,292X2. The partial test results show that the service quality and perception variables have a significant effect on customer satisfaction. And the results of simultaneous testing of service quality and perceived price have a positive and significant effect on customer satisfaction

Keywords: Service Quality, Price Perception and Customer Satisfaction