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All Journal Jurnal Teknoin CommIT (Communication & Information Technology) Jurnal Rekayasa dan Manajemen Sistem Industri Rekayasa Mesin Journal of Engineering and Management in Industrial System Indonesian Journal of Disability Studies Journal of Innovation and Applied Technology Jurnal Ilmiah Teknik Industri ComTech: Computer, Mathematics and Engineering Applications Industri Inovatif : Jurnal Teknik Industri
Rio Prasetyo Lukodono
Universitas Brawijaya
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Mathematics Mechanical Engineering Social Sciences

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Journal : ComTech: Computer, Mathematics and Engineering Applications

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Evaluation of Online-Based Ride-Hailing Services Using Service Quality (Servqual) Method, Refined Kano Model, Importance Performance Analysis (IPA), and Quality Function Deployment (QFD): A Case Study of Grab Bike Indonesia Dino Caesaron; Jessie Makapedua; Rio Prasetyo Lukodono
ComTech: Computer, Mathematics and Engineering Applications Vol. 12 No. 2 (2021): ComTech
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/comtech.v12i2.6790

Abstract

The rapid development of the service industry in Indonesia is seen from the emergence of several companies in the transportation sector based on online applications. To compensate for the public needs of these services, the company needs to maintain customer satisfaction from the service performance. The research aimed to evaluate the quality of transportation services at Grab Bike Indonesia. By using quantitative and qualitative approach, the research applied Service Quality (Servqual) analysis for the level of perceived satisfaction, Refined Kano model for the role of each attribute to customer satisfaction, Importance Performance Analysis (IPA) for the priority of improvements, and Quality Function Deployment (QFD) for the technical steps of improvement. Servqual analysis shows 36 service attributes that need to be improved, particularly 16 service attributes with high gap scores. Furthermore, there are 5 attributes classified as major influencing attributes on customer satisfaction based on Refined Kano analysis. These factors also need to be improved in the IPA category. From the results of QFD, it suggests that the company should consider the technical steps of improvement. For example, the company should provide regulations that drivers must obey, have driving standards, strict sanctions for every violation of rules, initial training for drivers, and utilization of GPS properly, provide an easy way for customer feedback, and others.
Co-Authors Abdullah, Asrofi Fajar Abednego, Homban Abriani, Dea Prilia Achmad Noerkhaerin Putra Ad-Dausi, Abidzar Thufei Alesi, Tiffany Clara Amin, Mohammad Syukron Amir, Asmar Amirudin, Rizki Angga Akbar Fanani, Angga Akbar Anggriyanti, Harizka Dwi Putri Anwar, Saiful Ardiansyah, Dony Fajar Arifqa, Citra Febiola Ariza, Nila Fanahda Asmanika, Cholifah Azhari, Tanwirul Azlia, Wifqi Balqis, Berliana Dewi Ceria Farela Mada Tantrika Choiriyah, Miftakhul Danaswara, Arya Daypayana, Pande Putu Aruna Debrina Puspita Andriani Dewi Hardiningtyas Dino Caesaron Farisza, Aqmal Favian, Muhammad Toby Gumilang, Dika Taufik Gusti, Gagian Iqbal I Hardian, Arifky Tri Harry Sudjono, Harry Hasbullah, Achmad Hema’la, Titonica Hermanda, Agnes Lovita Hutomo, Woe Jason Frederick Indrawati Kinasih Indrayadi, Bambang Irza, Muhamad Ishardita Pambudi Tama Izzulhaq, Muhammad David Jessie Makapedua Kamila, Rafa Latifani, Olivia Lely Riawati Lustyana, Astuteryanti Tri Mochamad Choiri Moeslimin, Faishal Zakirwan Dien Muhammad Faishal Jundana Muttaqin, Muhammad Faishal Jundana Murnisari, Ambar Endah Nasir Widha Setyanto Oyong Novareza Pradana, Muhammad Rino Pradistia, Muhammad Taufiq Prathama, Kevin Aditya Pratikto Pratikto Putro, Wisnu Wijayanto Rachmansyah, Ihram Raditya Ardianwiliandri, Raditya Raditya Ardianwilianri Rafly, Muhammad Reza Rahadyan, Sheva Albari Rahman, Arif Rahmi Yuniarti Ratih Ardia Sari Remba Yanuar Efranto Rizkyanto, Bayu Rofiq, Mohammad Ainur Rosyi, Vania Athalia Rosyita, Yussy Fatma Rudy Soenoko Sakinah, Balqis Raya Salim, Efandwi Sari, Putri Herlinda Sari, Sylvie Indah Kartika Sasmita, Ananda Dedy Septiansyah, M. Ananta Zulvi Sinaga, Alexander Nicola Siti Kholisotul Ulfa Sri Widiyawati Sri Widiyawati Sugiono Sugiono Sugiono Sugiono Sugiono, Sugiono Sugiono, Sugiono Supriyadi, Putri Oktavianti Suryanto, Nadhilah Hidayah Suwarto, Happy Ikmalurrohman Syah, Mugh Dzin Syahardhi, Muhika Girindra Tanwirul Azhari Tanwirul Azhari, Tanwirul Tiovana, Rizky Uyunina, Alfi Vidayati, Diah Fajar Wijaya, Diana Leksono Wirasandi, Miranda Rustania Yeni Sumantri Yuenyongchaiwat, Kornanong