RISKI HESTIA, TEMMY (2022) EVALUASI TINGKAT KEPUASAN PENGGUNA TRANSPORTASI ONLINE DENGAN MENGGUNAKAN METODE IPA DAN MODEL KANO (STUDI KASUS: GRABCAR PT GRAB INDONESIA). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Dalam perkembangan teknologi saat ini internet tidak hanya menghubungkan jutaan manusia di seluruh dunia tetapi juga telah menjadi basis bagi transaksi perdagangan dan transportasi secara online. Persaingan yang semakin ketat menyebabkan setiap perusahaan jasa harus menempatkan kepuasan pelanggan sebagai tujuan utama dan diyakini sebagai kunci utama untuk memenangkan persaingan. PT Grab Indonesia merupakan perusahaan asal Singapura yang telah beroperasi di Indonesia di bidang jasa layanan transportasi online. Salah satu layanan dan jasa andalan yang ditawarkan oleh Grab adalah GrabCar. Dalam menyikapi pengguna, driver Grabcar masih memiliki kelemahan-kelemahan seperti tidak tepat dalam menganalisa rute tercepat atau driver tidak memberikan pemberitahuan apabila akan datang terlambat dalam menuju pelanggan. Dengan meningkatkan kinerja pelayanan maka dapat meningkatkan daya saing terhadap perusahaan sejenis. Pengumpulan data dilakukan melalui penyebaran kuesioner kepada 150 orang pengguna GrabCar di wilayah Jakarta. Integrasi metode Importance Performance Analysis (IPA) dan model Kano digunakan untuk mengetahui persepsi pengguna terhadap atribut-atribut pelayanan dan mengetahui atribut pelayanan yang perlu ditingkatkan. Dari hasil pengolahan data, diperoleh atribut pelayanan yang mendapat prioritas utama untuk diperbaiki yaitu atribut: 4 (Driver GrabCar memberikan pemberitahuan apabila terjadi keterlambatan pelayanan kepada pelanggan), 11 (Customer Service GrabCar cepat dalam menanggapi keluhan pelanggan) dan 3 (Driver GrabCar mempunyai pengetahuan jalan atau alamat yang akan dituju).
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | In today's technological developments the internet not only connects millions of people around the world but has also become the basis for online trade and transportation transactions. Increasingly fierce competition causes each service company to place customer satisfaction as the main goal and is believed to be the main key to winning the competition. PT Grab Indonesia is a Singapore-based company that has operated in Indonesia in the field of online transportation services. One of the mainstay services offered by Grab is GrabCar. In responding to users, Grabcar drivers still have weaknesses such as improperly analyzing the fastest route or drivers not giving notification if they will arrive late to the customer. By improving service performance, it can increase competitiveness against similar companies. Data collection was carried out through distributing questionnaires to 150 GrabCar users in the Jakarta area. The integration of the Importance Performance Analysis (IPA) method and the Kano model is used to determine user perceptions of service attributes and to identify service attributes that need to be improved. From the results of data processing, it is obtained service attributes that have the highest priority for improvement, namely attributes: 4 (GrabCar Driver provides notification in case of delays in service to customers), 11 (GrabCar Customer Service is fast in responding to customer complaints) and 3 (GrabCar drivers have road knowledge or the address to go to). Keywords: IPA, Kano Model, Online Transportation, User Satisfaction | |||||||||
| Uncontrolled Keywords: | Kata Kunci: IPA, Kepuasan pengguna, Model Kano, Transportasi Online | |||||||||
| Subjects: | T Technology > TJ Mechanical engineering and machinery | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Perpustakaan Pusat | |||||||||
| Date Deposited: | 01 Aug 2022 10:17 | |||||||||
| Last Modified: | 01 Aug 2022 10:17 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/15025 |
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