CUSTOMER GAP ANALYSIS COMPARISON USING THE SERVQUAL METHOD FOR ONLINE TAXI AND CONVENTIONAL TAXI SERVICE IN BANDUNG

• Main Author: Tegar Jiwaraksa Hidayat (19015232), Moh.
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/29028
• Institution: Institut Teknologi Bandung

As one of the heavily populated and metropolitan city in Indonesia, the need for public transportation becomes an essential requirement for the people in Bandung. Taxi became one of the common public transportation modes that used in Bandung. If we categorize, there are two kinds of taxi service providers used by customers in Bandung now, that is online taxi services and conventional taxi services. With various advantages that they offered, online taxi services provider and conventional taxi services provider compete to get the customers in Bandung. However, if we look to the business perspective, the competition between the two sides can be good for the customers. That competition can be the trigger to both of taxi services provider to provide the services with the best quality for the customers. <br /> <br /> This research conducted to investigate the quality of services and find out the main indicator of services quality of both online taxi services provider and conventional taxi services provider which become the priority for the customers in Bandung. To achieve these objectives, this research uses the SERVQUAL method compiled by Parasuraman et al. (1988) as the foundation of the main theory. From the findings in this research, all gap of dimension from both online taxi and conventional taxi has a negative score. This condition indicates that both online taxi and conventional taxi still failed to at least meet with their customer’s expectation. This research will provide several recommendations that might be useful for both online taxi services and conventional taxi services provider in Bandung to improve their service quality.