ANALYSIS OF SERVICE QUALITY AND PRODUCT FEATURES TOWARD GRAB APPLICATION CONSUMER SATISFACTION (CASE STUDY ON WIDYATAMA UNIVERSITY STUDENTS)
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Date
2020
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Journal ISSN
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Publisher
Solid State Technology
Abstract
Quality of service and Product features are essential to retain old consumers and attract new
consumers. The purpose of this research is to find out the level of quality of service and
product features affecting consumer satisfaction. The factors tested in this study were The
Quality of Service and Product Features as independent variables. While Consumer
Satisfaction as a dependent variable. The research methods used in this study are descriptive
and verification methods. The population in this study is Students of the S1 Management
Study Program, Regular A, Class of 2017 Widyatama University. The sample determination
technique used in this study is non-probability sampling with a purposive sampling technique
with the number of samples that are 111 respondents. While the analysis method used in this
study is spearman rank correlation, the determination coefficient and linear regression
doubled at a rate of the significance of 5%. The program is used in analyzing data using the
Statistical Package for Social Science (SPSS) Ver. 25.00. The results showed that the quality
of service provided a significant and positive influence on consumer satisfaction by 32.2%.
While product features have a positive and significant impact on consumer satisfaction by
21.1%.
Description
Keywords
Quality of Service, Product Features, Consumer Satisfaction