Analisis Kepuasan Pengguna Transportasi Umum Ojek Online (Gojek) Melalui Instrumen Layanan

Authors

  • Mohammad Farhan Appliansyach Universitas Negeri Jakarta
  • Qian Nugraha Sugiyo Universitas Negeri Jakarta
  • Dimas Bayu Maulana Universitas Negeri Jakarta
  • Siti Sahara Universitas Negeri Jakarta

DOI:

https://doi.org/10.58192/ebismen.v2i2.817

Keywords:

Online Ojek, Service Users, Public Transportation, Satisfaction, Service

Abstract

In Indonesia, online motorcycle taxis are the largest public transportation with a very large number of partners and fleets, covering all parts of Indonesia. As a profit-oriented mode of public transportation, paying attention to customer satisfaction is a necessity. One of the efforts that can be done is to provide quality services. In fact, this study aims to find out how online transportation users respond by looking at the service elements provided by service providers. Scientific studies are used as a logical way to prove reliable research results, and in this study using quantitative methods and statistical analysis of linear regression. The subjects of this study were users of the online ojek public transportation mode in the student MPLM UNJ 2022,Jakarta. The results of the study provide an overview, in general, respondents are satisfied with the presence of nline motorcycle taxis. This is very helpful and facilitates user activities. However, there are still things that need to be improved, such as comfort and safety standards. Statistically, service has a significant effect on online motorcycle taxi user satisfaction.

References

Daskalaki, Vasiliki V. and Voutsa, Maria C. and Boutsouki, Christina and Hatzithomas, Leonidas, Service Quality, Visitor Satisfaction and Future Behavior in the Museum Sector (January 30, 2020).

Journal of Tourism, Heritage & Services Marketing (JTHSM), 2020, Vol. 6, No. 1, pp. 3-8, DOI: 10.5281/zenodo.3603167, Available at SSRN: https://ssrn.com/abstract=37477 72

Ghozali, Imam. (2016). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 23. Semarang: Badan Penerbit Universitas Diponegoro

Herawati, T. (2019). KEPUASAN KONSUMEN PADA HYPERMARKET KOTA TANGERANG SELATAN. SCIENTIFIC JOURNAL OF REFLECTION: https://doi.org/10.3748 1/sjr.v2i4.96

Hong, S. J., Choi, D., & Chae, J. (2020). Exploring different airport users’ service

quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52, https://doi.org/10.1016/j.jretconser.201 9.101917

Karma, K. (2020). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN. SCIENTIFIC JOURNAL OF REFLECTION:Economic, Accounting, Management and Business, 3(4), 341-350. https://doi.org/10.37481/sjr.v3i4.230

Le, D. N., Nguyen, H. T., & Truong, P. H. (2020). Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam. The Asian Journal of Shipping and Logistics, 36(2), 89-103. https://doi.org/10.1016/j.ajsl.2019.10.0 03

The Journal of Asian Finance, Economics, and Business, 7(8), 395-405. https://doi.org/10.13106/jafeb.2020.vol7.no 8.395

Sewaka, M. (2018). ANALISIS KEPUTUSAN KONSUMEN DALAM MENGGUNAKAN JASA LAYANAN INTERNET. SCIENTIFIC JOURNAL OF

REFLECTION: Economic, Accounting, Management and Business, 1(1), 101-110. https://doi.org/10.37481/sjr.v1i1.107

Sugiyono. (2012). Metode Penelitian Bisnis. Bandung: Alfabeta.

Suhaya, S. (2020). Antiseden Keputusan Pembelian Konsumen Tisu Merek Alfamart. SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management and Business, 3(1), 91-100. https://doi.org/10.37481/sjr.v3i1.119

Surti, I., & Anggraeni, F. N. (2020). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN. SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management and Business, 3(3), 261-270. https://doi.org/10.37481/sjr.v3i3.221

Mathodah, S. (2019). Pengaruh Kualitas Pelayanan Driver Ojek Online Terhadap Kepuasan Konsumen Pada Gojek Area Tangerang Selatan. Scientific Journal Of Reflection: Economic, Accounting, Management and Business, 2(3), 271- 280. https://doi.org/10.5281/zenodo.3269357

NGUYEN, D. T., PHAM, V. T., TRAN, D. M., & PHAM, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty.

S Sahara, VK Ladesi, W Hadi, K Verawati - IOP Conference Series: Materials Science and …, 2021 Ramp check examination evaluation of public transport business 10.1088/1757-899X/1098/2/022069 https://scholar.google.com/scholar?oi=bibs&cluster=10346803987545390681&btnI=1&hl=id

S Sahara, D Yuliana - LOGISTIK, 2021.analisis tingkat kepuasan pelanggan dalam penerapan sistem boarding pass di gate keberangkatan terminal terpadu pulo geban.https://doi.org/10.21009/logistik.v14i1.20507

S Sahara, SA Azwar - JURPIKAT (Jurnal Pengabdian Kepada Masyarakat), 2020.Pelatihan Keselamatan Berkendara Sepeda Motor Dalam Menekan Angka Kecelakaan Lalu Lintas Bagi Siswa SMK di Kota Bekasi.https://doi.org/10.37339/jurpikat.v1i3.368

SA Azwar, S Sahara, MH Ginting - International Journal of Research-GRANTHAALAYAH.2022 Intermodal Connectivity At Kampung Rambutan Bus Terminal https://scholar.google.com/scholar?oi=bibs&cluster=11582394838432285955&btnI=1&hl=id

W Hadi, H Rahmayanti, S Sahara, VK Ladesi… - Prosiding Seminar Nasional Pengabdian Kepada.2022 Sosialisasi Pemahaman Blindspot Pada Kendaraan Dalam Rangka Menekan Angka Kecelakaan Lalu Lintas Bagi Guru dan Siswa SMP Negeri 1 Karang Bahagia, Desa Karang Bahagia, Kecamatan Karang Bahagia, Kabupaten Bekasi, Provinsi Jawa Barat https://doi.org/10.21009/snppm.031

Downloads

Published

2023-05-19

How to Cite

Mohammad Farhan Appliansyach, Qian Nugraha Sugiyo, Dimas Bayu Maulana, & Siti Sahara. (2023). Analisis Kepuasan Pengguna Transportasi Umum Ojek Online (Gojek) Melalui Instrumen Layanan. Jurnal Ekonomi, Bisnis Dan Manajemen, 2(2), 140–147. https://doi.org/10.58192/ebismen.v2i2.817

Similar Articles

<< < 1 2 3 4 5 6 > >> 

You may also start an advanced similarity search for this article.