Analysis of Service Quality of Go-Jek Indonesia in Jabodetabek, Bandung, Surabaya, Bali, and Makassar 2015
IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 18, Issue 4 .Ver. III (Apr. 2016), PP 93-98 www.iosrjournals.org Analysis of Service Quality of Go-Jek Indonesia in Jabodetabek, Bandung, Surabaya, Bali, and Makassar 2015 Ni Luh Putu Wirya Sri Utari1, Osa Omar Sharif2 1Business Management of Telecommunication and Informatics, Telkom University, Indonesia 2Business Management of Telecommunication and Informatics, Telkom University, Indonesia Abstract: This research objective is to determine the quality services transportation of Go-Jek by measuring performance, importance, level of conformity, and mapping on the diagram Importance Performance Analysis (IPA). The variables usedis the quality of public transportation services of International Standard UNE-EN 13 816 whichconsists of sub-variable availability, access, information, time, customer service, comfort, safety, and environment. The researchmethodis quantitative descriptive with non probabilitysampling technique (purposivesampling). The number of samples are 400 respondents. Respondents are people who have use transportation services of Go-Jek (Go-Ride) in Jabodetabek, Bandung, Surabaya, Bali, and Makassar. Respondentsanswered 27 questions of questionnairedistributed by online (Google form). Theseresultsindicatethat performance and importance of quality services transportation of Go-Jekaccording to respondentsis high. Suitabilitybetween performance and importance have been achievedaccording to the respondents. Based on the mappingdiagram IPA, focus of improvements to be made by Go-Jekis in first quadrant (concentratehere) thatis on attributesaccuracy of arrivals/departures, protection againstweather, vehiclecleanliness, and monitoring of area. Keywords -Transportation, Service Quality, International Standard of UNE-EN 13816, Importance Performance Analysis (IPA), The Level of Conformity. I. INTRODUCTION Transportation is a major requirement of today's society.
[Show full text]