ANALISIS KUALITAS LAYANAN GORIDE MENGGUNAKAN METODE CZIPA
Abstract
As many as 66% of Tangerang city residents are not integrated with public transportation services. Digital innovation in the transportation sector really helps people carry out mobility activities. BPTJ stated that the existence of online transportation is part of the integration between existing modes, so that it can be a complement to the integrated transportation system. Gojek is a transportation service provider company in Indonesia with online motorcycle taxis being one of its services. Gojek users in Tangerang City complained about delays in picking up and dropping off passengers, misunderstandings caused by poor communication between drivers and users and criticism and suggestions not being responded to by service providers. So in this research the researcher finds out about service quality attributes that need to be improved using IPA analysis and CZIPA analysis. Attributes included in quadrant one of the IPA and CZIPA matrices are priority outputs for service quality that need to be improved. Based on the results of the IPA analysis, service attributes that need to be improved include: Location information (3.50, 3.98), Ease of transactions (3.51, 3.92) and Shelter (3.51, 3.98). Meanwhile, based on the CZIPA results, the priority order for improvements to GoRide services includes; System Availability (-0.80, 0.31), Transparency (-0.21, 0.27), System speed (0.06, 0.34), Fulfillment Speed (0.24, 0.44), Information Suitability (0.36, 0.51). System Reliability (0.38, 0.34).
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