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Skripsi, 021 / 2021 / MPI
Undergraduate Theses from JBPTPPOLBAN / 2023-01-03 11:29:43
Oleh : Putri Fitri Yanti - 175264022 (putri.fitri.mpem417@polban.ac.id)
Dibuat : 2023-01-03, dengan 4 file

Keyword : Online Motorcycle Taxi, Service Quality, Importance-Performance Analysis (IPA)

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Deskripsi Alternatif :

Recently online motorcycle taxis have decreased the number of passengers due to health problems due to the COVID-19 pandemic crisis. They reduce their use of online motorcycle taxi services because they are worried about the health risks that will be received by using online motorcycle taxi services. Service quality is the main factor that will be examined in this study. In many previous studies, the service quality in transportation has proven to be a major factor for passengers using their services. Therefore, research is needed to measure the quality of online motorcycle taxi services during the COVID-19 pandemic, what is the level of importance/expectations of users for online motorcycle taxi services, and what service attributes need to be improved. Data were collected from 360 respondents through an online questionnaire. The method used to evaluate service quality in this study is the Importance-Performance Analysis (IPA) method to identify the most important factors of performance that service providers must consider in meeting online motorcycle taxi service user satisfaction during the COVID-19 pandemic. The results show that the dimensions that have the largest value gap between the performance of online motorcycle taxi services and the level of importance/expectations of online motorcycle taxi customers during the COVID-19 pandemic are Responsiveness and Assurance. The Assurance and Responsiveness dimensions also are located in quadrant IV-Concentrate Here. In addition, several attributes in the Assurance dimension are located in quadrant IV-Concentrate Here, so it is recommended that the service performance be improved. Keywords: Online Motorcycle Taxi, Service Quality, Importance-Performance Analysis (IPA).

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