ANALISIS KUALITAS LAYANAN APLIKASI MAXIM MOBILE DI KOTA PALEMBANG DENGAN MENGGUNAKAN METODE SERVQUAL
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Institusion
Universitas Sriwijaya
Author
AISYAH, PUTRI NUR
Oktadini, Nabila Rizky
Sevtiyuni, Putri Eka
Oktadini, Nabila Rizky
Sevtiyuni, Putri Eka
Subject
T1-995 Technology (General)
Datestamp
2023-04-18 02:14:44
Abstract :
ANALYSIS OF SERVICE QUALITY OF MAXIM MOBILE APPLICATION IN PALEMBANG CITY USING SERVQUAL METHOD By Putri Nur Aisyah 09031381924140 ABSTRACT Maxim is an online transportation service application with innovative technology for ordering vehicles for travel, delivering goods with large vehicles, purchasing and delivering, and providing travel assistance, making the service modern, easy, and safe. The aim of this study is to measure the service quality of the Maxim Mobile Application using the Service Quality (Servqual) method with variables of Tangibles (Direct Evidence), Reliability, Responsiveness, Assurance, and Empathy. Data was obtained from a sample size of 100 respondents as research samples obtained based on the Lemeshow formula. Furthermore, the data were processed using SPSS Version 25. The results showed that the service quality provided by the Maxim Application to customers still cannot meet customer expectations or desires. The failure to meet customer expectations is indicated by the customer satisfaction score on the five dimensions of Servqual (tangibles, reliability, responsiveness, assurance, and empathy). The research showed that the Servqual value is negative, categorized as customers being dissatisfied with the service provided, so the attributes in these five dimensions need to be further improved in order to increase customer satisfaction. Keywords: Service Quality, Customer satisfaction, Maxim Mobile Application.
ANALYSIS OF SERVICE QUALITY OF MAXIM MOBILE APPLICATION IN PALEMBANG CITY USING SERVQUAL METHOD By Putri Nur Aisyah 09031381924140 ABSTRACT Maxim is an online transportation service application with innovative technology for ordering vehicles for travel, delivering goods with large vehicles, purchasing and delivering, and providing travel assistance, making the service modern, easy, and safe. The aim of this study is to measure the service quality of the Maxim Mobile Application using the Service Quality (Servqual) method with variables of Tangibles (Direct Evidence), Reliability, Responsiveness, Assurance, and Empathy. Data was obtained from a sample size of 100 respondents as research samples obtained based on the Lemeshow formula. Furthermore, the data were processed using SPSS Version 25. The results showed that the service quality provided by the Maxim Application to customers still cannot meet customer expectations or desires. The failure to meet customer expectations is indicated by the customer satisfaction score on the five dimensions of Servqual (tangibles, reliability, responsiveness, assurance, and empathy). The research showed that the Servqual value is negative, categorized as customers being dissatisfied with the service provided, so the attributes in these five dimensions need to be further improved in order to increase customer satisfaction. Keywords: Service Quality, Customer satisfaction, Maxim Mobile Application.
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