Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal Jurnal Manajemen Bisnis Eka Prasetya Jurnal Ekonomi, Manajemen, Akuntansi
Danang Islami
Fakultas Ekonomi dan Bisnis Universitas Trisakti
Humanities Economics, Econometrics & Finance Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Analisis Kualitas Layanan dan Dampak Terhadap Tingkat Kepuasan Pelanggan Pengguna JakLingko Danang Islami; Husna Leila Yusran; Awal Ferdiansyah; Nurkis Dianti; Alvina Hasanah Rachmadanty
EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi Vol. 5 No. 2: Januari 2026
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/ekoma.v5i2.14046

Abstract

Kualitas layanan menjadi kunci untuk menentukan tingkat kepuasan pelanggan pada layanan moda transportasi JakLingko. Penelitian ini menganalisis lima dimensi SERVQUAL terhadap kepuasan pelanggan JakLingko. Hasil penelitian menunjukkan variabel Reliability, Responsiveness, dan Responsiveness paling berpengaruh signifikan terhadap kepuasan pelanggan. Secara bersamaan, seluruh variabel terbukti mempengaruhi kepuasan pelanggan. Pentingnya bagi JakLingko untuk meningkatkan konsistensi kinerja dan jaminan keamanan dalam meningkatkan kepuasan pelanggannya.
ANALISIS KUALITAS PELAYANAN TRANSJAKARTA TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN PENDEKATAN SERVQUAL Nurkis Dianti; Husna Leila Yusran; Alvina Hasanah Rachmadanty; Danang Islami; Rapilau
Jurnal Manajemen Bisnis Eka Prasetya Vol 12 No 1 (2026): Edisi Maret 2026
Publisher : LPPM STIE EKA PRASETYA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47663/jmbep.v12i1.838

Abstract

Abstract. The purpose of the study is to observe and discuss the quality of the services of Transjakarta public transportation according to the Service Quality (SERVQUAL) method. The study uses a quantitative methodology that is descriptive and a total of 136 respondents who are frequent Transjakarta users take part in this study. The data source will be represented by primary data obtained using an online questionnaire, which will be evaluated with the help of a Likert scale to measure the two aspects in this study, Expectations (E) and Perceptions (P), on the five dimensions of SERVQUAL: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. It is an analysis technique of a gap analysis approach, which has been tested on IBM SPSS statistics. The findings reveal that the five service quality dimensions have a negative value and the mean difference between them is -0.295. This means that the quality of services provided by Transjakarta is yet to reach the optimal level as desired by passengers. In the meantime, the primary dimension that should be stressed in this study is Reliability that demonstrates the least value of -0.331. This observation is due to the perception that passengers have irregular arrival times and time in transit by the buses. Conversely, the Responsiveness and Empathy dimensions record somewhat more positive scores compared to the rest of the dimensions, which means that the performance and politeness of the Transjakarta staff are viewed as good. The overall findings in this research lead to the conclusion that the quality of the services provided is satisfactory but there are still some areas where it needs to be improved, especially the organization of the operational schedule.
Co-Authors Alvina Hasanah Rachmadanty Alvina Hasanah Rachmadanty Awal Ferdiansyah Husna Leila Yusran Nurkis Dianti Nurkis Dianti Rapilau Yusran, Husna Leila