ANDINI, SAVIRA (2019) ANALISIS TINGKAT KEPUASAN PENGGUNA JASA TERHADAP LAYANAN ANGKUTAN ORANG BERBASIS ONLINE (Studi Kasus: Go-Ride di Kota Serang). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

viii Analysis Of User Service Satisfaction Level Towards Online-Based Public Transportation Service (Study Case : Go-Ride In Serang City) Savira Andini ABSTRACT Public transport service of people with Online-based motorized vehicle not in route especially Go-Ride transportation service is a land transportation tool that is currently in great demand by users of transportation services in Serang City. The research under the theme of satisfaction of service users on public transportation of public vehicle not in this route is aimed to find out the characteristics of service users and the level of service user satisfaction on the performance of Go-Ride transportation service in Serang City. In terms of service user satisfaction, service quality method is applied to measure the level of service user satisfaction. This method uses a questionnaire that is used as a tool to assist in finding out the perception and what is the expectation of the customer. The number of respondents as many as 125 customers are described by sex, age, occupation, travel intention, monthly income, the reasons for using Go-Ride and the frequency of the trip in a week. Furthermore, service quality is measured based on the GAP between perception and expectation. Attributes of service amounted to 16 is aelaboration of the five dimensions of service quality such as Tangibles, Reliability, Responsiveness, Assurance, Empathy. The results of the study indicate that what is expected by service users have not been fulfilled. This is seen from the analysis of the level of service quality to customer satisfaction which areTangibles -0,618, Reliability -0,550, Assurance - 0,860,Responsivensess -0,752 and Empathy -0,659. The value of customer satisfaction level is categorized as unsatisfied, so the quality level in service of Go-Ride transportation service in Serang City is considered not to fulfill customer's need and desire. However, when viewed from the level of customer satisfaction Go-Ride already feel satisfied, especially on certain variables such as price matches listed applied to the price paid, corporate identity used by drivers and so forth. Keywords : Service Quality, Online Transportation, Gojek Indonesia, User Satisfaction.

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