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International Journal of Scientific & Technology Research

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IJSTR >> Volume 9 - Issue 4, April 2020 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



Relationship Analysis Of Motivation And Customer Satisfaction On Services Quality Aspect For Online Transportation

[Full Text]

 

AUTHOR(S)

Heru Kreshna Reza, Sukmo Hadi Nugroho

 

KEYWORDS

Customer Satisfaction, Service Quality, Motivation, Online Transportation.

 

ABSTRACT

This study aims to determine the influences of motivation and customer satisfaction on the quality of the online transportation services at Surabaya city. The subjects in this study were representatives of GrabTaxi driver-partners and representatives of GrabTaxi passengers. The technique of determining the sources in this study was using purposive sampling. The method of data collection conducts field studies through questionnaires and interviews. The data analysis technique used in this study is the Structural Equation Model (SEM). This study also uses the data validity test and reliability test in the form of Goodness of Fit and Construct Reliability. The results of this study indicate that there is significant influence between quality of online transportation services, with several factors : (1) The recruitment process of drivers, (2) Reasons for working drivers, (3) Performance Assessment of drivers, (4) Customer satisfaction, and (5) Motivation implications of drivers. This study also produces a weight priority value on the motivational variable of online transportation, (1) The Sustainability Aspect 0.176, (2) The Contributing of Value 0.197, (3) Appreciating creativity 0.145, (3) Growing inclusiveness 0.180, (4) Ethical principles aspect 0.152, and (5) Aspect of Passion 0.150, as a mutually influential of systems in the quality of online transportation services.

 

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