PENGARUH FAKTOR-FAKTOR KUALITAS PELAYANAN DRIVER GRABCAR TERHADAP KEPUASAN KONSUMEN PADA PT LINTAS MUDA CEMERLANG (FORKOM)GRAB MAKASSAR

Nurcahyadi. “The Influence of GrabCar Driver's Service Quality Factors on Customer Satisfaction at PT Lintas Muda Cemerlang (FORKOM) Makassar Grab ". Advisor Sofyan Hamid Indar.
This study aims to determine the effect of Reliability, Responsiveness and Empathy positive and significant effect on customer satisfaction.
The population in this study were GrabCar users in Makassar. this study uses the Slovin formula to determine the number of samples, then obtained a sample of 91 respondents. Meanwhile, the data analysis used in this study is multiple linear regression analysis using IBM Statistics 25 SPSS.
The results of this study indicate that partially and simultaneously Reliability, Responsiveness and Empathy have a positive and significant effect on customer satisfaction. The most dominant variable has a positive and significant
effect in this study is Empathy. The magnitude of the correlation indicated by the coefficient of determination (R2) is 0.621 or 62.1%.