GDL

Analysis Of Online Transportation Grab's Service Quality in The Covid-19 Pandemic (Case Study on Users in Bandung City)

Tugas Akhir, 042 / 2021 / ABS
Undergraduate Theses from JBPTPPOLBAN / 2023-04-26 12:17:25
Oleh : Fransisca Nabila Putri - 185211045 (fransisca.nabila.abs18@polban.ac.id)
Dibuat : 2023-04-26, dengan 4 file

Keyword : Kualitas Pelayanan, Transportasi Online, Grab
Subjek : Service Quality, Online Transportation, Grab

Grab adalah perusahaan penyedia jasa transportasi online yang cukup diminati oleh masyarakat di Kota Bandung. Karena penggunanya cukup banyak maka Grab semaksimal mungkin akan memberikan pelayanan terbaiknya terutama di masa pandemi Covid-19. Namun, nyatanya masih ditemukan beberapa ketidaknyamanan yang pengguna rasakan terhadap layanan transportasi online Grab ini. Hal tersebut membuat pelanggan merasa kualitas pelayanan Grab menurun, dan mereka ragu untuk menggunakan jasa layanan Grab. Berdasarkan fenomena yang ada, maka penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan transportasi online Grab di masa pandemi Covid-19 menurut penggunanya di Kota Bandung. Kualitas pelayanan diukur menggunakan lima dimensi yaitu responsiveness, assurance, reliability, empathy dan tangibles dengan teknik pengumpulan data berupa kuesioner serta data diolah menggunakan aplikasi SPSS 24.0. Berdasarkan hasil yang diperoleh, menjelaskan bahwa kualitas pelayanan transportasi online Grab di masa pandemi Covid-19 sudah sangat baik. Dimensi reliability memperoleh nilai mean tertinggi dan empathy memperoleh mean terendah. Maka dari itu, Grab sudah mampu menyesuaikan diri di masa pandemi Covid-19 sehingga dapat memberikan kualitas pelayanan yang sangat baik menurut penggunanya. Kata kunci: Kualitas Pelayanan, Transportasi Online, Grab.

Deskripsi Alternatif :

Grab is an online transportation service provider company that is quite in demand by the people in the city of Bandung. Because there are quite a lot of users, Grab will provide the best service possible, especially during the Covid-19 pandemic. However, in fact, there are still some inconveniences that users feel about this Grab online transportation service. This makes customers feel that the quality of Grab's services has decreased, and they are hesitant to use Grab's services. Based on the existing phenomena, this study aims to find out how the quality of Grab's online transportation services during the Covid-19 pandemic according to users in the city of Bandung. Service quality is measured using five dimensions, namely responsiveness, assurance, reliability, empathy and tangibles with data collection techniques in the form of questionnaires and the data is processed using the SPSS 24.0 application. Based on the results obtained, it is explained that the quality of Grab's online transportation services during the Covid-19 pandemic has been very good. The reliability dimension gets the highest mean value and empathy gets the lowest mean. Therefore, Grab has been able to adjust to the Covid-19 pandemic so that it can provide excellent service quality according to its users. Keywords: Service Quality, Online Transportation, Grab.

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Organisasi
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