Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal IIJSE
Mushtofa Mushtofa
Institut Pertanian Bogor, Bogor, Indonesia
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Analysis of Service Quality and Customer Satisfaction Among Maxim Online Transportation Service Users in Jabodetabek Using Servqual Dimensions Annisa Nurawalia; Wita Juwita Ermawati; Mushtofa Mushtofa
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.7807

Abstract

This study aims to analyze the influence of SERVQUAL dimensions and price on customer satisfaction among users of Maxim's online transportation services in the Greater Jakarta area (Jabodetabek). The results indicate that the dimensions of assurance, reliability, and responsiveness have a positive and significant impact on perceived service quality. In contrast, empathy and tangibles do not show significant influence. Additionally, price has a positive and significant effect on customer satisfaction, while overall perceived service quality does not significantly affect satisfaction. These findings suggest that users prioritize reliability, responsiveness, and competitive pricing over physical facilities or personal attention. The implications of this research offer guidance for online transportation companies to focus service improvement strategies on the aspects that most strongly drive customer satisfaction and loyalty.
Co-Authors Annisa Nurawalia Wita Juwita Ermawati