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ASLAMIA ROSA
Fakultas Ekonomi Jurusan manajemen Universitas Sriwijaya
Decision Sciences, Operations Research & Management

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ANALISIS KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN TAKSI BLUE BIRD PALEMBANG ASLAMIA ROSA; DESSY YUNITA
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 12, No 3 (2014): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29259/jmbs.v12i3.3174

Abstract

This research was held to reveal how Service Quality influences the Blue Bird Taxi passenger’s satisfactions, the ServQual Dimensions position on Cartesius Diagram, and wheter the linier multi regression result is consistent with those dimensions positions. Using data of 100 respondents, the regression result implies that it is in accord with theServQual Dimensions on Cartesius Diagram of Importance-Performance Analysis/IPA which Tangible and Assurance are on quadrant B. Which it explains the implementations of the services on those dimensions meet the passengers’ expectations. The Reliability is on quadrant A which means the services quality in this dimension should be corrected and improved. The Responsiveness and Empathy are on quadrant C that implies the services quality on these dimensions are good enough although the passenger assumed they are not pretty necessary.
Co-Authors Yunita, Dessy