PERBANDINGAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA TAKSI BERBASIS TELEPON SELULER DAN APLIKASI BOOKING ONLINE

Abstract

This research aims to know about the quality of service and customer satisfaction in taxi that uses a telephone call and taxi application booking online. Explains how big the quality of services and satisfaction services that given by taxi telephone and taxi application booking online for customer. Explain the influence of quality dimensions service for customer satisfaction that given on taxi telephone and taxi application booking online. A population that used in this research is all customers used taxi telephone and taxi application booking online. Sample of this research is 177 respondents. The spread of quisioner done by online, and sample of research is people ever held a booking taxi by telephone and by application. Data obtained then analyzed use structural equation modeling (SEM)