SERVICE IMPROVEMENT OF ONLINE-RIDE SHARING USING SERVICE QUALITY METHOD (SERVQUAL) IN BANDUNG
Bandung is known as city of education and considered as a tourist destination, which means people in Bandung are very dependent with transportation services. There are several options of transportation services, however, online-ride sharing is one of the most used transportation mode. This servic...
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| Main Author: | |
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/64704 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Bandung is known as city of education and considered as a tourist destination,
which means people in Bandung are very dependent with transportation services.
There are several options of transportation services, however, online-ride sharing
is one of the most used transportation mode. This service has become daily
essential of people in Bandung, thus, people have known the quality of the
services. Some people are satisfied, whereas the other are the opposite, which
cause gap between their perceptions and expectations. This research is conducted
to observe the biggest gap of service quality indicators and determine the main
indicator of service quality that is prioritized by online-ride sharing users in
Bandung.
To meet the objectives of this research, researcher uses Service Quality method
(SERVQUAL) as the main foundation. To examine the perception, expectation,
and gap of online transportation users, this research uses quantitative approach by
developing questionnaires using 5-likert scales. There are 46 questions that filled
by 200 respondents. From the research, the biggest gap of the service quality
indicators comes from reliability and tangible dimension. The main indicator of
service quality that is prioritized by online-ride sharing users in Bandung are
assurance and reliability dimension. |
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