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All Journal Dinasti International Journal of Management Science Jurnal Siber Transportasi dan Logistik
M. Rizky Mahaputra
Universitas Mercu Buana, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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Journal : Jurnal Siber Transportasi dan Logistik

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Analisis Kualitas Pelayanan Penyedia Jasa Transportasi Online di Kota Tangerang Selatan (Studi Kasus: PT. Gojek indonesia) M. Rizky Mahaputra
Jurnal Siber Transportasi dan Logistik Vol. 1 No. 1 (2023): (JSTL) Jurnal Siber Transportasi dan Logistik (April 2023)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jstl.v1i1.28

Abstract

Abstract: Quality of service is one of the determining factors for the success of a business. This measurement is carried out using the Service Quality method, the Customer Satisfaction Index, and the Importance Performance Analysis method. The research was conducted in South Tangerang City and involved 142 Go-ride respondents and 127 Go-car respondents. The results showed that the level of consumer satisfaction with the quality of service provided by online transportation service providers (Gojek) was still low. This can be seen from the Gap value of all negative indicators, indicating that the existing indicators have not met consumer expectations and the need for performance improvement. Abstrak: Kualitas pelayanan merupakan salah satu faktor penentu terhadap keberhasilan suatu binis. Pengukuran ini dilakukan dengan metode Service Quality, Customer Satisfaction Index dan metode Importance Performance Analysis. Penelitian dilakukan di Kota Tangerang Selatan dan melibatkan responden Go-ride sebanyak 142 dan responden Go-car sebanyak 127. Hasil penelitian menunjukkan bahwa tingkat kepuasan konsumen terhadap kualitas pelayanan yang diberikan oleh penyedia jasa transportasi online(Gojek) masih rendah. Hal ini dapat diketahui dari nilai Gap dari seluruh indikator bernilai negatif, menandakan bahwa indikator yang ada belum memenuhi harapan konsumen dan perlunya peningkatan kinerja.
Co-Authors Niknik Ahmad Munawar