Analisis Rasio Persepsi Konsumen Pada Kualitas Pelayanan Ojek Online Dengan Metode Service Quality
DOI:
https://doi.org/10.34012/jurnalsisteminformasidanilmukomputer.v5i2.2220Keywords:
Persepsi Konsumen, Tangibles, Reliability, Responsiveness, Assurance, EmphatyAbstract
Untuk memenuhi aktivitas masyarakat yang beragam apalagi dengan jalanan kota-kota besar yang sangat padat dan sering terjadi kemacetan, membuat masyarakat malas menggunakan transportasi pribadi, dengan adanya transportasi online tentunya akan lebih praktis dan mampu memberikan kemudahan bagi masyarakat sebagai alat penunjang dalam membantu aktivitasnya. Metode Servqual merupakan metode yang digunakan untuk mengukur kualitas layanan dari atribut masing-masing dimensi, sehingga akan diperoleh nilai gap (kesenjangan) yang merupakam selisih antara persepsi konsumen terhadap layanan yang telah diterima dengan harapan terhadap yang akan diterima. Dalam perhitungan perbandingan kualitas pelayanan ojek online melalui kusioner sebanyak 130 responden, didapat hasil bahwa dari keempat Ojek Online yang diteliti Grab menempati posisi pertama dengan nilai persentase sebesar 25,56% posisi kedua ditempati oleh Gojek dengan nilai persentase sebesar 25,45% posisi ketiga ditempati oleh Maxim dengan nilai persentase 24,55% dan diposisi keempat ditempati oleh In-Driver dengan nilai persentase 24,43%.
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