Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual
Online transportation responds to people's needs in relation to public transport. Online transportation, which in this context is Grab and Go-Jek, is an alternative that is favored by many people, especially in the Cirebon area. This study aims to measure the level of service satisfaction recei...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Institut Teknologi Sepuluh Nopember Surabaya
2020-12-01
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| Series: | Jurnal Sosial Humaniora |
| Subjects: | |
| Online Access: | http://iptek.its.ac.id/index.php/jsh/article/view/7978/5263 |
| _version_ | 1818326967532912640 |
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| author | Nursaka Putra Ilwan Syafrinal Marsani Asfi |
| author_facet | Nursaka Putra Ilwan Syafrinal Marsani Asfi |
| author_sort | Nursaka Putra |
| collection | DOAJ |
| description | Online transportation responds to people's needs in relation to public transport. Online transportation, which in this context is Grab and Go-Jek, is an alternative that is favored by many people, especially in the Cirebon area. This study aims to measure the level of service satisfaction received and future customer expectations of online transportation services. For our purpose, we use Fuzzy Service Quality method which is used to determine the variable customer needs that are not met by calculating the GAP between the services provided and the expectations of the customer as the Voice of Customer, where the data collection technique is carried out by distributing questionnaires. The results are Reliability rank 2 with a value of 0.100, Responsiveness rank 4 with a value of 0.86, Assurance rank 3 with a value of 0.090, Empathy rank 5 with a value of 0.040, Tangibles rank 1 with a value of 0.139. Based on these results, we suggest that an empathy-related policy-making concerning professionalism should not become an obstacle. |
| first_indexed | 2024-12-13T12:08:47Z |
| format | Article |
| id | doaj.art-c40a4023992c492ea3542499923c98f8 |
| institution | Directory Open Access Journal |
| issn | 1979-5521 2443-3527 |
| language | English |
| last_indexed | 2024-12-13T12:08:47Z |
| publishDate | 2020-12-01 |
| publisher | Institut Teknologi Sepuluh Nopember Surabaya |
| record_format | Article |
| series | Jurnal Sosial Humaniora |
| spelling | doaj.art-c40a4023992c492ea3542499923c98f82022-12-21T23:46:53ZengInstitut Teknologi Sepuluh Nopember SurabayaJurnal Sosial Humaniora1979-55212443-35272020-12-011302164175http://dx.doi.org/10.12962/j24433527.v13i2.7978Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy ServqualNursaka Putra0Ilwan Syafrinal1Marsani Asfi2Fakultas Teknologi dan Informasi, Universitas Catur Insan Cendekia, CirebonFakultas Teknologi dan Informasi, Universitas Catur Insan Cendekia, CirebonFakultas Teknologi dan Informasi, Universitas Catur Insan Cendekia, CirebonOnline transportation responds to people's needs in relation to public transport. Online transportation, which in this context is Grab and Go-Jek, is an alternative that is favored by many people, especially in the Cirebon area. This study aims to measure the level of service satisfaction received and future customer expectations of online transportation services. For our purpose, we use Fuzzy Service Quality method which is used to determine the variable customer needs that are not met by calculating the GAP between the services provided and the expectations of the customer as the Voice of Customer, where the data collection technique is carried out by distributing questionnaires. The results are Reliability rank 2 with a value of 0.100, Responsiveness rank 4 with a value of 0.86, Assurance rank 3 with a value of 0.090, Empathy rank 5 with a value of 0.040, Tangibles rank 1 with a value of 0.139. Based on these results, we suggest that an empathy-related policy-making concerning professionalism should not become an obstacle.http://iptek.its.ac.id/index.php/jsh/article/view/7978/5263online transportationfuzzy servqualgapsatisfaction |
| spellingShingle | Nursaka Putra Ilwan Syafrinal Marsani Asfi Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual Jurnal Sosial Humaniora online transportation fuzzy servqual gap satisfaction |
| title | Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual |
| title_full | Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual |
| title_fullStr | Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual |
| title_full_unstemmed | Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual |
| title_short | Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual |
| title_sort | model pengukuran tingkat kepuasan masyarakat terhadap penggunaan jasa transportasi online di wilayah cirebon dengan metode fuzzy servqual |
| topic | online transportation fuzzy servqual gap satisfaction |
| url | http://iptek.its.ac.id/index.php/jsh/article/view/7978/5263 |
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