Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Ojek Online (Wakjek) di Kota Batam
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Date
2017-08-22
Authors
Saputra, Yovan S.
Journal Title
Journal ISSN
Volume Title
Publisher
Politeknik Negeri Batam
Abstract
This study aims to measure the level of customer satisfaction with the quality of
their online service (Wakjek) in Batam city. Primary data obtained by spreading
the questionnaires to consumers using Random Sampling techniques with the total
sample as many as 100 respondents. The data were analyzed using descriptive
statistics. Consumer satisfaction against the dimensions of quality are described
on the diagram of the Importance-Performance Analysis (IPA). IPA charts
indicate that service dimension items scattered on the four quadrants, namely 15
items on A quadrant which is a top priority, 7 items in quadrant B that should be
preserved, the next 7 items in quadrant C which is a low priority, as well as 12
items in quadrant D is an item that is considered less important. Research results
exposed that the satisfaction of services provided by taxi online Wakjek has
showed the good results it can be seen from the level of conformity that is
indicated by the variable Y i.e. satisfaction service. On the attributes of the
performance of the average value of the variable Y indicates the number of
attributes exist while 4.77 hopes the average value of the variable Y shows
numbers 3.62. This means that service satisfaction felt by customers of their online
Wakjek have been able to meet the expectations of their customers online Wakjek
itself but there are still some items that must be repaired.
Description
Keywords
Manajemen Bisnis, Administrasi Bisnis, Manajemen dan Ilmu yang Berkaitan, Analysis, Customer Satisfaction, Service Quality