Hikmah, Dhiya Ul (2025) Analisis Kualitas Layanan Terhadap Kepuasan Pelanggan Transportasi Online dengan Metode Service Quality (Servqual) dan Model Kano (Studi pada inDrive di Kota Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The advancement of digital technology has driven transformation across service sectors, including transportation, with online platforms like inDrive emerging as popular mobility solutions in urban areas. However, the growing number of users does not necessarily guarantee that service quality meets customer expectations. This study aims to analyze the service quality of inDrive in Surabaya using the SERVQUAL and Kano models. A descriptive quantitative approach was employed, involving 150 respondents selected through purposive sampling. Validity and reliability tests were conducted using SPSS, followed by SERVQUAL gap analysis and attribute classification using the Kano Model. The results of SERVQUAL analysis show that most service dimensions experienced negative gaps, particularly Tangibles, although one attribute under the Empathy dimension showed a positive gap. The Kano Model classified most attributes as One-dimensional, indicating a direct impact on satisfaction, with key priorities for improvement including payment options and the ease of contacting drivers. Although the Customer Satisfaction Index (CSI) score of 0.85 reflects a very high level of customer satisfaction with inDrive, the findings reveal areas for improvement as part of strategic efforts to enhance service quality and sustain customer satisfaction. Keywords: Service Quality, Customer Satisfaction, Servqual Method, Kano Model, Online Transportation
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | DHIYA UL HIKMAH | ||||||||
| Date Deposited: | 10 Jul 2025 04:24 | ||||||||
| Last Modified: | 10 Jul 2025 04:24 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/39361 |
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