Abstract:
This research objective is find out the influence of Service Quality towards
Customer Satisfaction (Study case of Gojek Motorcycle Taxi). This research
limits only on tangibles (X1), reliability (X2), responsiveness (X3), assurance
(X4), empathy (X5), and customer satisfaction (Y). The methodology used is
quantitative research in conducting the research. Purposive sampling method was
used to choose the respondents. There are 210 respondents. In term of data
collection, this research utilized primary data. As primary data the researcher used
survey (questionnaires) as research instrument. Researcher employed SPSS tool to
analyze the data collected from questionnaires. Data analysis technique used is
multiple linear regressions with least squares equation and test hypothesis using tstatistic
for testing the partial regression coefficients and F-statistic to test the
effect together with a significance level of 5%. It also tested the classical
assumptions that included that test of normality test, heterocedascity test, and
multicollinearity test. This shows the available data has been qualified using
multiple regressions equation model. The test results showed that 60.2% of
dependent variable affected by independent variable and the rest of 39.8%
affected by another factor.
