Skripsi

ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE SERVICE QUALITY PADA APLIKASI GO-US

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Penilaian

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Go-US is one of Sriwijaya University's online motorcycle taxis which offers various services similar to other motorcycle taxis that serve students' daily needs. Even though they provide satisfactory service, there are still several aspects that do not meet customer expectations, such as having to type in a form, the absence of a 2-way chat feature, and a confusing application interface. Thus, based on the results of observations and interviews, customer satisfaction with the application is measured. One method for measuring customer satisfaction is the Servqual (Service Quality) method which evaluates and analyzes each assessment attribute to find out whether there is a gap between customer perceptions and expectations. Service Quality consists of 5 dimensions, namely Reliability, Responsiveness, Assurance, Empathy and Tangibles. For data collection, questionnaires were distributed to 150 Go-US users and the data was processed using SPSS 26. Based on the calculation results, the average perception score was 3.80 and the average expectation score was 4.43, resulting in a gap between perceptions and expectations. . of -0.63. This indicates that customers are still dissatisfied with the services offered by the Go-US application

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2407001692	T139871	T1398712024	Central Library (Referens)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1398712024

Publisher

Inderalaya : Prodi Sistem Informasi, Fakultas Ilmu Komputer, Universitas Sriwijaya., 2024

Collation

x, 44 hlm.; Ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

004.210 7

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

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Subject(s)

Prodi Sistem Informasi
Sistem Analis dan Desain Komputer

Specific Detail Info

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Statement of Responsibility

SEPTA

Other version/related

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