Authors :
Eko Wijaya; Dayal Gustopo Setiadjit; Nelly Budiharti
Volume/Issue :
Volume 5 - 2020, Issue 8 - August
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/2E3ltWX
DOI :
10.38124/IJISRT20AUG078
Abstract :
Along with the development of
transportation era, it becomes a very important need in
running the wheels of the people's economy , with the
increase in online-based technology , competition in the
field of online transportation can not be avoided. To be
able to compete with other online transportation
companies by improving the quality of services
provided to consumers. The purpose of this study is to
evaluate the quality of service of PT. Go-Jek Indonesia
for consumers. Based on the results of this study using
the Service Quality method (seen from Tangible,
Reliability, Responsiveness, Assuransc, Emphaty ) by
distributing questionnaires using Google forms to 400
respondents throughout the service area of PT. Go-Jek
Indonesia. The results of the service quality / gap
calculation for each statement dimension are all of
negative values, indicating that the services provided by
PT. Go-Jek Indonesia cannot be said of quality or
service quality does not meet the expectations of Go-Jek
customers. This condition shows that there is still a need
to improve the quality of services provided by PT. GoJek Indonesia in order to achieve the ideal service
quality to remain competitive with other competitors.
Keywords :
Online Transparency , Service Quality, Service Quality.
Along with the development of
transportation era, it becomes a very important need in
running the wheels of the people's economy , with the
increase in online-based technology , competition in the
field of online transportation can not be avoided. To be
able to compete with other online transportation
companies by improving the quality of services
provided to consumers. The purpose of this study is to
evaluate the quality of service of PT. Go-Jek Indonesia
for consumers. Based on the results of this study using
the Service Quality method (seen from Tangible,
Reliability, Responsiveness, Assuransc, Emphaty ) by
distributing questionnaires using Google forms to 400
respondents throughout the service area of PT. Go-Jek
Indonesia. The results of the service quality / gap
calculation for each statement dimension are all of
negative values, indicating that the services provided by
PT. Go-Jek Indonesia cannot be said of quality or
service quality does not meet the expectations of Go-Jek
customers. This condition shows that there is still a need
to improve the quality of services provided by PT. GoJek Indonesia in order to achieve the ideal service
quality to remain competitive with other competitors.
Keywords :
Online Transparency , Service Quality, Service Quality.
