Analysis of the Quality of Maxim and Indrive Online Motorcycle Taxi Services for Students of Dr. Soetomo University Surabaya

Niswatun Chasanah, Dian Ferriswara, Liling Listyawati

Abstract


This study aims to determine the quality of service and identify supporting and inhibiting factors in Maxim and InDrive online motorcycle taxi services for Dr. Soetomo University Surabaya students. The measurement of service quality in this study uses  the ServQual  method provided by online motorcycle taxi drivers to service users using the dimensions of Reliability, Responsiveness, Assurance, Emphaty, Tangible. The informant in this study was an active student of Dr. Soetomo University Surabaya who used Maxim and InDrive online motorcycle taxi services more than once a month. The data collection technique uses the in-dept interview  method to 6 informants. The analysis technique used is a qualitative descriptive method with a constant comparative approach. The results of this study show that the quality of online motorcycle taxi services according to the perspective of students on average responds well to the statements given regarding the quality of services provided to customers.

Keywords


Online Motorcycle Taxi, Quality of Service, Quality of Online Motorcycle Taxi Services

Full Text:

PDF

References


A. Parasuraman; L. Berry; V. Zeithaml. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. 64 (1), 12–37.

Agustin, A. (2017). Public perception of the use of online transportation (Go-Jek) in Surabaya. Journal of Management Science and Research, 6(9), 42–58.

Andrian, P. (1993). The Essence of Services Marketing. Andy.

Clearesta, I., Angelina, G., Wiradharma, G., &; Program. (2018). Consumer Experience of Gojek Services in Jakarta: A Descriptive Qualitative Study. Journal of Communication and Business, VI, 70–80.

Creswell, J. W. (2018). RESEARCH DESIGN-Qualitatie, Quantitative, and Mixed Methods Approaches. In Research Defign: Qualitative, Quantitative, and Mixed M ethods Approaches (5th ed.). SAGE Publishing.

Damayanti, S. A. S. (2016). ONLINE APPLICATION-BASED TRANSPORTATION: GO-JEK AS A MEANS OF TRANSPORTATION FOR THE PEOPLE OF SURABAYA. Journal of Primary School Teacher Education Research, 6(August), 128.

Hardani. (2020). Book of Qualitative & Quantitative Research Methods. In LP2M UST Jogja (Issue March). CV. Pustaka Ilmu Group Yogyakarta.

Kotler, K. (2009). Marketing Management. Erlangga Publishers.

Miles, M. ., Huberman, N. ., &; Saldana, J. (2014). Qualitative Data Analysis, A Methods Sourcebook, Edition 3. USA: Sage Publications. Translation of Tjetjep Rohindi Rohidi. UI-Press.

Pratama, G. Y., Suradi, &; Aminah. (2016). Legal Protection of Personal Data of Online Transportation Service Users from Misuse of Service Providers Based on Law Number 8 of 1999 concerning Consumer Protection. Diponegoro Law Journal, 5(3), 1–19.

Sadya, S. (2022, December 8). Indef Survey: Gojek Leads Online Ojek Market in Indonesia. DataIndonesia.Id. https://dataindonesia.id/varia/detail/survei-indef-gojek-pimpin-pasar-ojek-online-di-indonesia

Statistics, B. P. (2023). STATISTICS INDONESIA 2023 Statistical Yearbook of Indonesia 2023. In BPS-Statistics Indonesia. https://www.bps.go.id/publication/2020/04/29/e9011b3155d45d70823c141f/statistik-indonesia-2020.html

Sugiyono. (2010). Qualitative Analysis. Alphabeta.

Sunyoto, D. (2019). Fundamentals of Marketing Management (Concepts, Strategies and Cases). PT. Fun Book.

Tazaruwah, D. W. (2019). Factors Affecting the Use of Public Transportation in Semarang City.

Tjiptono, F. (2007). Marketing Strategy (First). CV. ANDI OFSET.

Tjiptono, F. (2014). Service Marketing - Principles, Application, and Research. C.V ANDI.

Tjiptono, F. (2016). Service, Quality & Satisfaction (4th ed.). C.V ANDI OFFSET.

Wardi, Y. (2017). Service Marketing: Realities in Indonesia. SUKABINA Press.

Wibowo, A. (2014). The influence of the quality of Trans Jogja public transportation services on customer satisfaction. Journal of Management Science, 11(2), 67–81. https://doi.org/10.21831/jim.v11i2.11765




DOI: http://dx.doi.org/10.18415/ijmmu.v11i1.5285

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 International Journal of Multicultural and Multireligious Understanding

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

International Journal of Multicultural and Multireligious Understanding (IJMMU) ISSN 2364-5369
https://ijmmu.com
editor@ijmmu.com
dx.doi.org/10.18415/ijmmu
facebook.com/ijmmu
Copyright © 2014-2018 IJMMU. All rights reserved.