Analisis Kepuasan Pelanggan Dan Kualitas Layanan Pengguna Online Transportasi Maxim

Abstract

Introduction. In this modern era, people have various activities and to fulfill these activities, people need transportation as a support tool or tool to carry out their activities. Currently, the average urban community already has a private vehicle which is very effective and efficient for moving from one place to another. Unfortunately, this growth is not balanced with the growth in available road area. Finally, a new problem was created, namely traffic jams. To overcome this, several business actors have launched an online-based public transportation company.

Method of Collecting Data. The research methodology used is a quantitative descriptive method. The type of data used in this research is quantitative data, namely data obtained in the form of numbers. Data sources include primary data and secondary data. Primary data was obtained from the results of distributing questionnaires to respondents, secondary data was obtained from data and literature related to the problems discussed.

Data Analysis. The research population that will be used in this research is all students who use Maxim online transportation during the unknown period of 2023. The sampling technique used was Hairs with a total of 8 indicators so that the total sample was 80 samples.

Results and Discussion. Customer satisfaction can still be categorized as low because not too many students use Maxim as a means of transportation. Apart from that, the services provided by Maxim as online transportation also do not meet the expectations of its users.

Conclusion. The results of the research analysis show that customer satisfaction and service quality can influence the use of Maxim's online transportation services.

Keywords: Customer Satisfaction, Service Quality, Online Transportation