The Determination of Service Quality: Study Literature Review

Authors

  • Rohana Sitanggang Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Dimas Rizky Kusmayadi Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Imam Sonny Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Tenaka Budiman Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Son Wibisono Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.31933/dijdbm.v5i2.2349

Keywords:

Customer Satisfaction, Service Quality, Perception of Tariffs, Facilities

Abstract

The Influence of Service Quality, Perception of Tariffs and Facilities on Customer Satisfaction is a scientific article on literature studies within the scope of the field of science. The aim of this article is to build a hypothesis of influence between variables that will be used in further research. Research objects in online libraries, Google Scholar, Mendeley and other academic online media. Research methods using library research come from e-books and open access e-journals. Qualitative descriptive analysis. The results of this article: 1) Service Quality influences Customer Satisfaction; 2) Tariff perceptions influence customer satisfaction; and 3) Facilities influence Customer Satisfaction.

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Published

2024-03-14

Issue

Vol. 5 No. 2 (2024): Dinasti International Journal of Digital Business Management (February - March 2024)

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Copyright (c) 2024 Rohana Sitanggang, Dimas Rizky Kusmayadi, Imam Sonny, Tenaka Budiman, Son Wibisono

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