-, AULIA SARI (2024) ANALYSIS OF ONLINE TRANSPORTATION SERVICE QUALITY ON USER SATISFACTION USING E-SERVQUAL AND IMPORTANCE PERFORMANCE ANALYSIS (IPA) METHODS. Skripsi thesis, Universitas Islam Negeri Sultan Syarif Kasim Riau.

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Abstract

Maxim is an international technology company that provides online transportation services. Based on a survey through observations on the Google Play Store and interviews, several problems were found with the Maxim application, such as errors on the map in determining the pick-up and destination locations, a mismatch between the driver’s travel point and the map, and incomplete service features. This research aims to determine the level of satisfaction of Maxim online transportation users with service quality by comparing performance and performance values using the E-Servqual and Importance Performance Analysis methods. The research was conducted on the general public in Pekanbaru City with a sample size of 100 people. Using the E-Servqual method, a gap of -0.003 was found and the conformity level was P<1. Based on the IPA method, there are 6 indicators that are the main priority in improving Maxim application services. These results indicate that the service on the Maxim application is still not satisfactory and requires evaluation and improvement in each service to increase user satisfaction.

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