Abstract
Online transportation responds to people's needs in relation to public transport. Online transportation, which in this context is Grab and Go-Jek, is an alternative that is favored by many people, especially in the Cirebon area. This study aims to measure the level of service satisfaction received and future customer expectations of online transportation services. For our purpose, we use Fuzzy Service Quality method which is used to determine the variable customer needs that are not met by calculating the GAP between the services provided and the expectations of the customer as the Voice of Customer, where the data collection technique is carried out by distributing questionnaires. The results are Reliability rank 2 with a value of 0.100, Responsiveness rank 4 with a value of 0.86, Assurance rank 3 with a value of 0.090, Empathy rank 5 with a value of 0.040, Tangibles rank 1 with a value of 0.139. Based on these results, we suggest that an empathy-related policy-making concerning professionalism should not become an obstacle.
Highlights
Pendahuluan Transportasi merupakan peranan sangat penting dalam kehidupan masyarakat
This study aims to measure the level of service satisfaction received and future customer expectations of online transportation services
Based on these results, we suggest that an empathy-related policymaking concerning professionalism should not become an obstacle
Summary
Digunakan 100 orang responden sebagai data yang akan diolah nantinya dengan menggunakan metode Fuzzy Servqual, berikut hasil kuesioner yang didapatkan yang ditampilkan pada tabel 3. Selanjutnya akan dicari nilai rata-rata setiap pertanyaan dari 100 responden yang akan ditampilkan pada tabel 4. Setelah didapatkan nilai rata-rata dan nilai max setiap indikator penilaian maka akan dicari nilai Fuzzyfikasi pada setiap indikator yang akan ditampilkan pada tabel 5
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