Analisis Kepuasan Pengguna Jasa Transportasi Taksi Untuk Meningkatkan Loyalitas (Studi Pada Gogo Taksi)

DOGHA, Hubertus Yohanes (2018) Analisis Kepuasan Pengguna Jasa Transportasi Taksi Untuk Meningkatkan Loyalitas (Studi Pada Gogo Taksi). Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

Customer satisfaction is one of the successful key for a company to maintain their existence. By expecting this aspect, the company will support loyal costumer to promote their service to another potential customer, and increase the company’s profit. Gogo Taxi is concentrating their business on transportation taxi’s service in Kupang City. This is why it is very important to know the customer’s value of service that had been done. This research is to identify the customer‘s service value and to know the important service factors that is important for the costumers, but still not well on its implementation. Based on Slovin’s formula, this research is using survey method with 150 Gogo taxi’s costumer respondents involved. From these collected information of the survey, the data is analyzed with Importance Peformance Analysis. The result of Importance Peformance Analysis shows that service emphaty quality indicator taking place on 1’st quadrant which means constumers feels this dimension is important but the implementation is still not well yet and still need some special attention to increase performance, so it can raise the costumers satisfaction. For the tangibles and reliability dimensions are taking place on the 2’nd Quadrant, which means the costumers feels this dimensions are important and the company is good enough and need to maintain it. On the other way, responsiveness and assurance dimensions are on the 3’rd Quadrant, this is mean costumers feels these dimensions are not to important and the company’s performance is not good enough on its implementation. Based on IPA analysis, to increase the suitability between costumers expectation and company’s performance on the service quality and increase the loyalty is to do strict selection of the employee especially the drivers. Giving them motivation and training to be more quick and responsive to the costumers request’s so it will be more accurate and precise as promised. To add up numbers of operating armada on the strategic spot so the consumers are easier to get the taxi

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