PENGARUH KOMUNIKASI INTERPERSONAL TERHADAP KEPUASAN PELANGGAN TRANSPORTASI ONLINE GOJEK DI KOTA BANDUNG (Studi Korelasi Pada Mahasiswa Pengguna Gojek Di Kota Bandung)

Ashila Nur Azhar, - (2023) PENGARUH KOMUNIKASI INTERPERSONAL TERHADAP KEPUASAN PELANGGAN TRANSPORTASI ONLINE GOJEK DI KOTA BANDUNG (Studi Korelasi Pada Mahasiswa Pengguna Gojek Di Kota Bandung). S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Interpersonal communication plays a crucial role in customer satisfaction, particularly in service-oriented companies. Customer dissatisfaction can become a problem when they feel unsatisfied with the provided service, leading to disappointment and cessation of service usage. Interpersonal communication within the service sector serves as a tool for interaction and service provision to customers. Drivers constitute one of the most significant assets for operational activities in online transportation companies like Gojek. Thus, the interpersonal communication skills of drivers can affect Gojek customer satisfaction. This research aims to analyze the influence of openness, empathy, supportive attitude, positive demeanor, parity, and overall interpersonal communication on Gojek customer satisfaction. The used theory is the social exchange theory, which explains the mutually beneficial interaction between individuals, involving reciprocity through appreciation or incurred costs. This study employs a correlational method with a quantitative approach, using questionnaires distributed to 100 respondents. Sampling is conducted through non-probability sampling techniques based on several criteria. The research findings reveal a simultaneous influence of interpersonal communication on customer satisfaction with a value of 53.5%. The remaining 46.5% is influenced by external factors beyond the examined variabels. Consequently, it is recommended for future research to incorporate other factors that impact customer satisfaction.

Item Type: Thesis (S1)
Additional Information: https://scholar.google.com/citations?hl=id&user=C4sJb5cAAAAJ Id Sinta Dosen Pembimbing : Prof. Dr. H. Suwatno, M.Si : 5991814 Dr. Kusnendi, M.S. : 5993243
Uncontrolled Keywords: Komunikasi Interpersonal, Kepuasan Pelanggan, Gojek
Subjects: L Education > L Education (General)
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Ilmu Komunikasi
Depositing User: Ashila Nur Azhar
Date Deposited: 13 Sep 2023 22:30
Last Modified: 13 Sep 2023 22:30
URI: http://repository.upi.edu/id/eprint/104601

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