SERVICE IMPROVEMENT OF ONLINE-RIDE SHARING USING SERVICE QUALITY METHOD (SERVQUAL) IN BANDUNG

• Main Author: Fidelina, Karla
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/64704
• Institution: Institut Teknologi 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 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.