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All Journal International Journal of Electrical and Computer Engineering Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Ilmiah Teknik Industri Jurnal IPTEK Sistemasi: Jurnal Sistem Informasi Journal of Industrial Engineering Management INTEGER: Journal of Information Technology INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi MIND (Multimedia Artificial Intelligent Networking Database) Journal Jurnal Mantik Jusikom: Jurnal Sistem Informasi Ilmu Komputer Jurnal Sistem Informasi dan Informatika (SIMIKA) Zonasi: Jurnal Sistem Informasi Journal of Digital Marketing and Halal Industry INOVTEK Polbeng - Seri Informatika
Hawwin Mardhiana
Telkom University
Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mechanical Engineering

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Journal : INTEGER: Journal of Information Technology

 1 
Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality Mardhiana, Hawwin
INTEGER: Journal of Information Technology Vol 4, No 2 (2019): September
Publisher : Fakultas Teknologi Informasi Institut Teknologi Adhi Tama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (175.619 KB) | DOI: 10.31284/j.integer.2019.v4i2.692

Abstract

Customer satisfaction in organizations is one of the critical succes factors for developing organizations.  To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase
Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality Hawwin Mardhiana
INTEGER: Journal of Information Technology Vol 4, No 2: September 2019
Publisher : Fakultas Teknologi Informasi Institut Teknologi Adhi Tama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31284/j.integer.2019.v4i2.692

Abstract

Customer satisfaction in organizations is one of the critical succes factors for developing organizations.  To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase
Co-Authors Abduh Sayid Albana Achmad Zaki Yamani Adek Dhea Resmi Purbantari Adelia Desi Agnesita Ahmad Ihsan Fuady Alifiansyah Arrizqy Hidayat Amar Ma'ruf Anifatul Faricha Aris Kusumawati Aris Kusumawati Aulia, Dina Avifa Benazir Imam Arif Muttaqin Christi, Vanessa Christopher Andreas Dawangga, Gagas Putra DERI, SUBA Dina Rachmawati Dina Rachmawaty Famila Dwi Winati Fidelia Adinda Syafani Gagas Putra Dawangga Hamidah, Dwi Nur Azizah Huki Chandra Ilma Amira Rahmayanti Kartika Gianina Tileng Lenny Rosita Muhammad Achirul Nanda Muhammad Ilham Alhari Nafis, Ali Akbar Novika, Norma Nuraini, Wan Azizah Sri Nurlaela, Norma Septin Perdana Suteja Putra Poerwanto, Annisaa Putri Prameswari Rahaditya Dimas Prihadianto Raulia Riski Rika Susanti Shamaradewa, Shanggabuana Adhitya Shanggabuana Adhitya Shamaradewa Siti Maghfirotul Ulyah Sri Hidayati SUBA DERI Ully Asfari Winati, Familia Dwi Wulandari, Eka Devi Yulianita, Ika Zunaidi, Rizqa Amelia