Analysis the Satisfaction of Customer at Service of Ojek Online in Town Palopo

Abstract

Service is an important factor in the service business, where customers will feel satisfied if they get good service. Thus, the purpose of this study is to determine the factors that affect customer satisfaction on online motorcycle taxi services in palopo city.

This research is a type of quantitative research, with a sample of 45 people. The data collection methods used are questionnaires and documentation. Data analysis using multiple linear regression analysis.

The result showed that : Direct evidence as a foctor that can positively and insignificantly affect customer satisfaction in online motorcycle taxi service user service. Reliability as a factor that has a positive and significant influence on customer satisfaction in online motorcycle taxi service users. Responsiveness as a factor that has a positive and significant influence on customer satisfaction in online motorcycle taxi service users. Guarantee as a factor that has a positive and significant influence on customer satisfaction in online motorcycle taci service users. Empathy as a factor that has a positive and significant influence and significant influence on customer satisfaction in online motorcycle taxi service user service.