ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE SERVICE QUALITY PADA APLIKASI GO-US

RINATA, DJULITA SYAHRANI and Ruskan, Endang Lestari (2024) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE SERVICE QUALITY PADA APLIKASI GO-US. Undergraduate thesis, Sriwijaya Univeristy.

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Abstract

Go-US is one of Sriwijaya University's online motorcycle taxis which offers various services similar to other motorcycle taxis that serve students' daily needs. Even though they provide satisfactory service, there are still several aspects that do not meet customer expectations, such as having to type in a form, the absence of a 2-way chat feature, and a confusing application interface. Thus, based on the results of observations and interviews, customer satisfaction with the application is measured. One method for measuring customer satisfaction is the Servqual (Service Quality) method which evaluates and analyzes each assessment attribute to find out whether there is a gap between customer perceptions and expectations. Service Quality consists of 5 dimensions, namely Reliability, Responsiveness, Assurance, Empathy and Tangibles. For data collection, questionnaires were distributed to 150 Go-US users and the data was processed using SPSS 26. Based on the calculation results, the average perception score was 3.80 and the average expectation score was 4.43, resulting in a gap between perceptions and expectations. . of -0.63. This indicates that customers are still dissatisfied with the services offered by the Go-US application.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Gap Analysis, Go-US
Subjects:	Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA3038-5190 Information resources (General)
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Djulita Syahrani Rinata
Date Deposited:	05 Mar 2024 05:50
Last Modified:	05 Mar 2024 05:50
URI:	http://repository.unsri.ac.id/id/eprint/139871

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