Analisis Pelayanan Kualitas Jasa Layanan Ojek Online Menggunakan Pendekatan Servqual, Importance Performance Analysis (IPA), Dan Potential Gain In Costumer Value (PGCV)

Pradana, Muhammad Fanny Yoga and , Mila Faila Sufa, ST.,MT. (2021) Analisis Pelayanan Kualitas Jasa Layanan Ojek Online Menggunakan Pendekatan Servqual, Importance Performance Analysis (IPA), Dan Potential Gain In Costumer Value (PGCV). Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) NASKAH PUBLIKASI muhammad fanny yoga p.pdf Download (840kB)
	PDF (Surat Pernyataan Publikasi) PERNYATAAN PUBLIKASI ILMIAH.pdf Restricted to Repository staff only Download (57kB) | Request a copy

Abstract

Customer satisfaction is important for companies, customer satisfaction occurs when the quality of services provided by the company has fulfilled the wishes of consumers so that service quality is very important for companies or service providers. In online motorcycle taxi services, consumers are still high in disappointment with the services provided. The purpose of this study is to analyze the gap for each service quality attribute in online motorcycle taxi services (GOJEK), determine and analyze quadrants in the Importance Performance Analysis (IPA) method, determine service improvement priorities from online motorcycle taxi services (GOJEK) using the Potential Gain in Customer method. Value (PGCV), Provide suggestions for improvements to online motorcycle taxi services (GOJEK). In the servqual method, the largest value is obtained, namely the GO-JEK Company always listens to the wishes and complaints of consumers through the customer service that is already available and the availability of insurance in the event of an accident while the lowest gap value is that the driver does not discriminate against the social status of its customers. In the IPA method which is included in quadrant I (Main Priority) there are 5 statements, quadrant II (Maintain Achievement) there are 12 statements, in quadrant III (Low Priority) there are 7 statements, and quadrant IV (Excessive) there are 1 statement. In the PGCV method, there are 5 priority improvements and the most prioritized improvement is that the GO-JEK Company always listens to consumer wishes and complaints through customer service that is already available. Proposed improvements to GOJEK's service quality out of 5 priority improvements, namely Gojek provides additional platforms to make it easier to convey consumer wishes and complaints as well as conduct trainings on customer service, disseminate insurance provided by GOJEK, and conduct regular training and evaluation to GOJEK drivers.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Kualitas Pelayanan, Kepuasan, Servqual, IPA, PGCV
Subjects:	Q Science > QA Mathematics > QA76 Computer software T Technology > T Technology (General)
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	MUHAMMAD FANNY YOGA PRADANA
Date Deposited:	05 Nov 2021 01:53
Last Modified:	05 Nov 2021 01:53
URI:	http://eprints.ums.ac.id/id/eprint/95143

Actions (login required)

View Item