Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Jasa Pesan Antar Makanan di Yogyakarta (Studi Pada Perusahaan Start-Up Deliv di Yogyakarta)

Abstract

This article is the result of research that aim to evaluate the quality of SME services, Deliv, specialized on food delivery. This reserach used quantitative methods based on survey which aims to determine: (1) the influence of the quality of service which consist of tangibles, reliability, responsiveness, assurance, and empathy to customer satisfaction services on food delivery, (2) to determine which dimension that dominate the influence to service quality (tangibles, reliability, responsiveness, assurance, and empathy) to customer satisfaction on food delivery. Retrieval of data was taken by randomly distributed questionnaires to 112 respondents who fulfil the requirements and 93 quesionnaires was returned. These results indicate that: (1) There is a positive influence between the dimension tangibles, reliability, responsiveness, assurance, and empathy to customer satisfaction on food delivery and (6) Tangible dimension was the most dominant influence on customer satisfaction. However, the result implicates that the enterprise need to improve some aspects that can increase the services quality.