Analisis Pola Persaingan Taksi Online dalam Meningkatkan Kualitas Pelayanan Pelanggan Di Kota Surakarta

Ratri, Mega Kusuma and , Drs. Muhammad Yahya, M.Si (2021) Analisis Pola Persaingan Taksi Online dalam Meningkatkan Kualitas Pelayanan Pelanggan Di Kota Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aimed to describe the competitive pattern of online taxis in order to improve the quality of customer service; and factors that affect online taxi customer service. This research includes a qualitative approach with a case study design. The data collection methods used in this study were observation interviews and documentation. The research was conducted in the Surakarta city. Informants in this study were online taxi drivers and customers. The informants will provide information about aspects which more accurately revealed by interview techniques are time certainty and accuracy of service, courtesy and friendliness, responsibility, completeness, ease of getting service, personal service, variety of models and comfort in the service process and supporting attributes service. The research object is the competition between online taxis in improving the customer service quality. The results of this study describe the competitive patterns of online taxis in order to improve the quality of customer service are interaction or communication, providing comfort and safety, giving good attention to customers, and mutual benefits. The factors affecting the online taxis customer service quality are information, taking orders, friendliness, driving safety, and determining rates. This research implies that if the service to customers is improved, the good response from customers will also increase and if the services provided are according to the standards applied, the customer will feel safe and comfortable.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	persaingan, taksi online, kualitas pelayanan, pelanggan
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications
Divisions:	Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Akuntansi
Depositing User:	MEGA KUSUMA RATRI
Date Deposited:	02 Jan 2021 03:13
Last Modified:	02 Jan 2021 03:13
URI:	http://eprints.ums.ac.id/id/eprint/88205

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