Abstract

 
 
 
 The aim of this research is to determine the level of satisfaction of online motorcycle taxi driver partners in Surabaya. The research method used is a quantitative method with data collection through questionnaires using a Likert scale. This study uses the dimensions of service quality at a fast food restaurant in Surabaya using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) data analysis methods. The results showed that the overall satisfaction level of online motorcycle taxi driver partners at a restaurant in Surabaya based on the Customer Satisfaction Index (CSI) method obtained results of 82.86% in the "satisfied" category. The results obtained by the Cartesian Importance Performance Analysis (IPA) diagram show that there are attributes that need to be repaired, increased, reduced in intensity, and maintained as expected by online motorcycle taxi driver partners in Surabaya.
 Keywords: Service Quality, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA)
 
 
 
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