Analisis Kualitas Pelayanan Penyedia Jasa Transportasi Online di Kota Tangerang Selatan (Studi Kasus: PT. Gojek indonesia)

Jurnal Siber Transportasi dan Logistik Pub Date : 2023-04-10 DOI:10.38035/jstl.v1i1.28

M. Mahaputra

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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.

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分析Tangerang south city在线交通服务提供商质量分析(案例研究:PT. Gojek印度尼西亚)

摘要:服务质量是企业成败的决定性因素之一。这种测量是使用服务质量方法、客户满意度指数和重要性绩效分析方法进行的。研究在南坦格朗市进行，涉及142名Go-ride受访者和127名Go-car受访者。结果表明，消费者对在线交通服务提供商(Gojek)提供的服务质量的满意度仍然较低。这可以从所有负面指标的Gap值中看出，表明现有的指标没有达到消费者的期望和性能改进的需要。摘要:高丽塔·佩拉亚南·梅鲁帕坎·萨哈托(Kualitas pelayanan merupakan salah)是一种新型的农业生产方式。服务质量、顾客满意度指数、重要性绩效分析。Penelitian dilakukan di Kota Tangerang Selatan dan melibatkan回应Go-ride sebanyak 142回应Go-car sebanyak 127。Hasil penelitian menunjukkan bahwa tingkat kepuasan konsumen terhadap kualitas pelayanan yang diberikan oleh penyedia jasa transportasi online(Gojek) masih rendah。“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”“”

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Jurnal Siber Transportasi dan Logistik

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