Pengaruh Kualitas Pelayanan dan Citra Merek terhadap Kepuasan Pelanggan Jasa Transportasi Grab di Sidoarjo

Abstract

Service Quality and Brand Image included in factors that can influence Customer Satisfaction. For this study aims to carry out an analysis influence about service quality and the influence of brand image for customer satisfaction grab transportation service in Sidoarjo. This population is customers who using Grab transportation services in Sidoarjo, for the sampling method is using a non-probability sampling method. As well as sampling technique for use purposive sampling technique and sample acquisition of 60 samples. This study for method use quantitative and data analysis techniques using PLS. The gain for this study is that Service Quality has a positive influence on customer satisfaction of Grab Transportation Services in Sidoarjo and Brand Image has a positive influence on customer satisfaction of Grab Transportation Services in Sidoarjo.

Keywords: Brand Image; Customer satisfaction; Service quality