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All Journal JURNAL SOSIAL HUMANIORA (JSH) JITK (Jurnal Ilmu Pengetahuan dan Komputer) JURNAL TEKNOLOGI DAN OPEN SOURCE The IJICS (International Journal of Informatics and Computer Science) JURTEKSI JURNAL SURYA ENERGY Jurnal Mantik Abdimas Universal JURSIMA (Jurnal Sistem Informasi dan Manajemen) JATI (Jurnal Mahasiswa Teknik Informatika) Jurnal Digit : Digital of Information Technology Knowbase : International Journal of Knowledge in Database Innovative: Journal Of Social Science Research JURSIMA Bulletin of Informatics and Data Science Jurnal Sistem Informasi dan Manajemen Jurnal Ilmiah Syi'ar BioHealth
Nursaka Putra
Institut Kesehatan Dan Teknologi Al Insyirah
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Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual Nursaka Putra; Ilwan Syafrinal; Marsani Asfi
Jurnal Sosial Humaniora Vol 13 No 2 (2020)
Publisher : Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j24433527.v13i2.7978

Abstract

Online transportation responds to people's needs in relation to publictransport. Online transportation, which in this context is Grab and Go-Jek, isan alternative that is favored by many people, especially in the Cirebon area.This study aims to measure the level of service satisfaction received and futurecustomer expectations of online transportation services. For our purpose, weuse Fuzzy Service Quality method which is used to determine the variablecustomer needs that are not met by calculating the GAP between the servicesprovided and the expectations of the customer as the Voice of Customer,where the data collection technique is carried out by distributingquestionnaires. 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 of0.090, Empathy rank 5 with a value of 0.040, Tangibles rank 1 with a value of0.139. Based on these results, we suggest that an empathy-related policymaking concerning professionalism should not become an obstacle.
Co-Authors Adrianus Gultom Afner Gus Chandra Albirruni Siregar Ali Akbar Ritonga Amroni Amroni Amsar Amsar Angelin, Nadia Angraini, Leni Lovita Chairun Nas Chairun Nas Chairun Nas Dading Qolbu Adi Dasril Aldo Dedi Rahman Habibie Dilken Dilken Esa Kurniawan Fajar Kurniawan Firmansyah, Vicky Gusla Nengsih, Yeyi Habibie, Dedi Rahman Handayani, Ika Fitri Hetty Rohayani Ibnu Rasyid Munthe Ika Fitri Handayani Ilwan Syafrinal Joko Kuswanto Jon Idrison Molina Khairul Imtihan M. Nur Puja Kesuma Marsani Asfi Masrizal Masrizal Mesran, Mesran Miftahul Ilmi Muhammad Halmi Dar Muhammad Rezeki munir, Zainul Munir Nadia Angelin Novri Ultariani Nurhisyam Partogi Simanjuntak Pernando, Yonky Ramadhan, Farhan Rezeki, Muhammad Rifa Yanti Rino Ferdian Surakusumah Romi Mulyadi Sri Nadriati Tiara Eka Putri Titus Kristanto Wanda Ilham Yanti Yusman