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All Journal CommIT (Communication & Information Technology) Prosiding SNATIF Teknik dan Ilmu Komputer JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) Journal of Engineering and Technological Sciences Binus Business Review Industria: Jurnal Teknologi dan Manajemen Agroindustri Jurnal Sistem dan Manajemen Industri JRSI (Jurnal Rekayasa Sistem dan Industri) Jurnal Teknik Industri: Jurnal Keilmuan dan Aplikasi Teknik Industri JMM (Jurnal Masyarakat Mandiri) JIEMS (Journal of Industrial Engineering and Management Systems) ComTech: Computer, Mathematics and Engineering Applications IJIES (International Journal of Innovation in Enterprise System) Business Management Journal Program Studi Manajemen Abdimas: Jurnal Pengabdian Masyarakat Universitas Merdeka Malang Journal of Industrial Engineering and Operation Management (JIEOM) Charity : Jurnal Pengabdian Masyarakat Action Research Literate (ARL) Jurnal PkM MIFTEK JURNAL TEKNIK INDUSTRI eProceedings of Engineering Community Service Seminar and Community Engagement (COSECANT) Metris: Jurnal Sains dan Teknologi Jurnal Pengabdian Masyarakat dan aplikasi Teknologi Journal of Production, Enterprise, and Industrial Applications
Dino Caesaron
Telkom University
Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Social Sciences Transportation Other

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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 Adyatama, Achmad Reza Afin Rizqi Pramadya Agus Kusnayat Agustin, Rista Reza Virzinia Anastasia Febiyani Andrey Thio Annisa Permatasari Nugraha Apriandy, Riby Awadh Ardani, Farell Arisiah, Muhammad Arash Arrajab, Kausa Gymnastiar Azkia, Rifan Canny, Susmitha Canny Celline Isabel Elvira Angkuw Celline Isabel Elvira Angkuw Charles Darvin Chiuhsiang Joe Lin Daliana, Nadia Daliana Darvin, Charles Dellarosawati I, Maria Denny Darlis Dida Diah Damayanti Erin Haynes Fahreza Athar Syahperdana Faisal Muhammad Nasution Farell Ardani Farell Ardani Firdaus, Yahya Anugrah Gidion Karo-Karo Helena Dinda Helena Dinda Putri Naila Hendy Tannady Husaini, Luthfi Romiz Ilma Mufidah Isnaeni Yuli Arini Jessie Makapedua Karo-Karo, Gidion Kemas Muslim Lhaksmana Luthfi Romiz Husaini Mira Rahayu Muhammad Khalid Asy-syafi’i Muhammad Khalid Asyafi'i Muhammad Rifqi Fahmi Muhammad Rifqi Fahmi Hidayat Murman Dwi Praseti Murman Dwi Prasetio Murman Dwi Prasetyo Nur Ikhsan Ashari R Nurprihatin, Filscha Pradana, Faiz Rafi Surya Prambudia, Yudha Prasmita, Louisa Dhevea Kylla Putri Putra Fajar Alam Rafyanto, Muhammad Syachrian Rifai, Mohammad Husain Rio Prasetyo Lukodono Rizalulhaq Rasyid Rizalulhaq Rasyid Salsabila Ardisa Putri Utomo Santoso, Chaniago Helmi Santoso, Diesya Latifa Selani Satila Sentosa, Muhammad Aqilla Khalafazka Sentosa Setyono, Ferdi Sheila Amalia Salma Simatupang, Stenly Yohanes P Soemedi Hadiyanto Sri Martini Sri Martini Sri Septyan Ayu Nintyas Stenly Yohanes P. Simatupang Tandianto Tandianto Tandianto Tandianto, Tandianto Tiara Verita Yastica Tiara Verita Yestica Tri Widarmanti Widyatasya Agustika Nurtrisha Willy Oktavianus Yona Maimury Yudistira Yudistira Yusuf Nugroho Doyo Yekti