FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN TRANSPORTASI ONLINE GO-JEK DI KOTA MALANG

The purpose of this study is to determine and analyze the factors that influence and the dominant factors of customer satisfaction Go-Jek online transportation in Malang. This type of research is survey research. The population of this research is Go-Jek online transportation customers in Malang City. The sampling technique was judgmental sampling with a sample size of 100 respondents. The data analysis technique used in this research is factor analysis. Based on the results of research and discussions that have been carried out, it can be concluded that the factors that influence customer satisfaction for Go-Jek online transportation in Malang City include service facilities, prices, Go-Jek driver services, driver services and ease of information. Service facilities dominantly affect the satisfaction of Go-Jek online transportation customers in Malang City