Analisis Pengaruh Kualitas Pelayanan Aplikasi Maxim Terhadap Kepuasan Pelanggan

Authors

  • Dwi Yuli Astuti Universitas Muhammadiyah Riau
  • Emi Siti Handayani Universitas Muhammadiyah Riau
  • Sunaini Sunaini Universitas Muhammadiyah Riau
  • Umi Rahmawati Universitas Muhammadiyah Riau
  • Winarni Winarni Universitas Muhammadiyah Riau

DOI:

https://doi.org/10.37385/raj.v1i3.310

Keywords:

Quality, Service, Customer

Abstract

Maxim is an international company engaged in information technology and services online-based transportation. In Indonesia, maxim itself first operated in 2018. The company is expanding its wings by not only being an online transportation company that focuses on taxis only, but also other types of transportation services such as motorcycle taxis or cars in general. Satisfaction is an attitude taken based on the experience gained. This isassessment of the characteristics or features of a product, service, or product itself, which provides a level ofconsumer pleasure by fulfilling consumption needs. consumer goals cancreated through service quality and value. This study aims to analyze the level of Maxim Pekanbaru online transportation customer satisfaction, this study uses descriptive dataquantitative, Likert scale and the use of the PIECES method, which assesses six problem variables namely: Performance, Information and Data, economy, Control and Security, Efficiency, and Service. PART As a system analysis tool, a detailed and comprehensive system will receive special attention,so that the strengths and weaknesses of the system can be known to be used as a reference for progress the next company.Based on the analysis of the level of consumer satisfaction of online transportation customers Maxim in Pekanbaru, it can be said that Maxim's customer satisfaction level in Pekanbaru reaches value 3.4. This means that the level of customer satisfaction is included in the PUAS category with the existing services.

References

Daftar Pustaka

Asbar, Y., & Saptari, M. (2017). Analisa Dalam Mengukur Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Metode PIECES. Jurnal visioner & strategis, 39-47.

BBS Laboratory. (2020, February 26). SIAPKAH INDONESIA MENGHADAPI MEGATREND ERA DI TAHUN 2020 ? Retrieved from bbs.binus.co.id: https://bbs.binus.ac.id/bbslab/2020/02/siapkah-indonesia-menghadapi-megatrend-era-di-tahun-2020/

Deccasari. (2018). Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan. Jurnal administrasi dan bisnis. Vol 12, No 1 ISSN 1987-726X.

Hadisaputro, E., Hidayatullah, S., & Sahrul, S. (2019). Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayan Aplikasi Gojek Dengan Metode PIECES Framework. j-Sim : Jurnal Sistem Informasi, 47-53.

Lubis, A. S., & Andayani, N. R. (2018). PENGARUH KUALITAS PELAYANAN (SERVICE QUALITY) TERHADAP KEPUASAN PELANGGAN PT. SUCOFINDO BATAM. JOURNAL OF APPLIED BUSINESS ADMINISTRATION, 232-243.

Maxim. (2003). Tentang Perusahaan - Maxim. Retrieved from id.taximaxim.com: https://id.taximaxim.com/about/

Riyani, R., Maizora, & Hanifah. (2017). “Uji Validitas Pengembangan Tes Untuk Mengukur. J.Peneliti. Pembelajaran Mat. Sekol., vol. 1, no. 1, 60-65.

Setyaningsih, E., Ismawan, E., & Hidayat, T. (2019). Analisa Tingkat Kepuasan Pelanggan Transportasi Online Maxim di Balikpapan. j-sim : Jurnal Sistem Informasi, Vol. 3, No. 1, 33-38.

Hardilawati, W. laura, & Zulkarnain, Z. (2018). Analisis Penerapan Customer Relationship Marketing serta Dampaknya Pada Nilai dan Kepuasan Pelanggan. Jurnal Akuntansi Dan Ekonomika, 8(1), 118-127

Tjiptono, F. (1998). Manajemen Jasa. Yogyakarta: Andi.

Tjiptono, F. (1998). Prinsip-prinsip Total Quality Service . Yogyakarta: Andi.

Tjiptono, F. (2014). Pemasaran Jasa. Malang: Bayumedia.

Downloads

Published

2021-11-27