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All Journal Sainteks: Jurnal Sain dan Teknik
binsyeh, muhammad idrus
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Chemical Engineering, Chemistry & Bioengineering Chemistry Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering

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Identifying Gojek Problems Using Servqual And Kano Methods Febriana, Dyah Ayu; binsyeh, muhammad idrus; Rizky DF3, Achmad; Oktavia A, Wanda; Rizky, Eka Nur; Hariastuti, Ni Luh Putu
Sainteks: Jurnal Sain dan Teknik Vol 7 No 02 (2025): September
Publisher : Universitas Insan Cendekia Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37577/sainteks.v7i02.933

Abstract

This study aims to analyze service quality issues faced by Gojek, an Indonesian digital platform, using the SERVQUAL and Kano methods. SERVQUAL measures the gap between user expectations and perceptions across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data were collected from 78 Gojek users. Findings show that all 19 service attributes exhibit negative gaps, indicating customer expectations exceed perceived performance. Key attributes with the largest gaps, such as driver timeliness and responsiveness, are classified as Must-be or One-dimensional, critical for customer satisfaction. Some features were identified as Attractive or Indifferent, suggesting areas for strategic service improvements. This research offers a framework for Gojek to enhance service quality and maintain competitive advantage in a saturated digital market.
Co-Authors Febriana, Dyah Ayu Ni Luh Putu Hariastuti Oktavia A, Wanda Rizky DF3, Achmad Rizky, Eka Nur