Gap penelitian ini berawal dari penelitian Ibrahim (2017) yang bertentangan dengan penelitian Harfidz (2018) pada variabel tarif. Sedangkan penelitian Aryani (2018) bertentangan dengan penelitian Zahra (2017) pada variabel kualitas layanan. Kebaruan penelitian ini terletak pada tahun, lokasi, dan objek penelitian. Tujuan penelitian ini untuk mengetahui pengaruh tarif dan kualitas layanan terhadap kepuasan konsumen transportasi berbasis aplikasi Grab di Surabaya. Jenis penelitian adalah penelitian deskriptif dengan pendekatan kuantitatif. Instrumen penelitian menggunakan angket. Populasi peneltian sejumlah 13.000 orang. Sampel penelitian sejumlah 100 responden. Teknik pengambilan sampel menggunakan accidental sampling. Hasil uji secara parsial koefisien korelasi variabel tarif sebesar 0,395 dan variabel kualitas layanan sebesar 0,337. Hasil uji regresi linier berganda didapatkan nilai sebesar 32,372. Simpulan penelitian ini adalah : (1) variabel tarif dan kualitas layanan terhadap kepuasan konsumen tergolong kuat. (2) variabel tarif dan kualitas layanan secara parsial berpengaruh kategori rendah terhadap kepuasan konsumen. (3) variabel tarif dan kualitas layanan secara simultan berpengaruh kategori rendah terhadap kepuasan konsumen.
Kata kunci : Tarif, Kualitas Layanan, Kepuasan Konsumen
Gap research was initiated of the research Ibrahim’s (2017) that which is contrary with research Harfidz’s (2018) on variable tariff. While research Aryani’s (2018) contrary with research Zahra’s (2017) on variable service quality. The novelty of this research on year, location and object of research. Attempt of this research to know the influence of tariff and service quality on consumer satisfaction of transportation based application grab in Surabaya. The kind of research is descriptive with the quantitative approach. The instrument of this research using survey. The population as many 13.000 people. Sample of this research as many 100 respondent. Technique sampling using accidental sampling. The result of partial test got coefficient correlation variable tariff as many 0,395 and variable service quality as many 0,337. The result multiple linier regression got value 32,372. Conclusion of this research : (1) variable tariff and service quality on consumer satisfaction is classified strong. (2) variable tariff and service quality in partial had influential low category on consumer satisfaction. (3) variable tariff and services quality in simultan had influential low category on customer satisfaction.
Keywords : Tariff, Service Quality, Consumer Satisfacton