ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MAXIM BIKE DI PONTIANAK

Abstract

The development of the internet at this time affects the development of various fields, one of which is in the field of transportation. If people want to go somewhere and go quickly and easily, they need transportation. Therefore, in this era of internet development, several online-based transportation services have emerged, one of which is maxim. Researchers want to know the quality of service from Maxim, especially Maxim bike. This study aims to determine whether there is a significant effect of physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction with Maxim bike services. This research uses quantitative methods. The data collection techniques used are questionnaires, documentation studies, literature studies. The sampling technique used was purposive sampling method, which at least had used Maxim three times as many as 60 respondents. The data analysis technique is multiple linear regression analysis. The data obtained will be analyzed using the SPSS program. Based on the results of the t test, the reliability, responsiveness, and guarantee factors have a significant effect on Maxim bike consumer satisfaction. However, the factors of physical evidence, and empathy have not had a significant effect on Maxim bike consumer satisfaction.