The Effect of Service Quality on Online Transportation Customer Satisfaction in Denpasar City
Putu Gde Arie Yudhistira
Putu Gde Arie Yudhistira, DIV Manajemen Bisnis Perjalanan, Sekolah Tinggi Pariwisata Nusa Dua Bali, Badung, Indonesia.
Manuscript received on 24 June 2019 | Revised Manuscript received on 07 July 2019 | Manuscript Published on 17 July 2019 | PP: 121-125 | Volume-8 Issue-2S July 2019 | Retrieval Number: B10180782S19/2019©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The population in Denpasar city supports the use of online transportations to take them from one place to another. Online transportation is growing very rapidly in the city of Denpasar, currently there are several online transportation operators operating in Denpasar city and modern urban society likes this mode of transportation because the prices are affordable and easy to access only through smartphones. The purpose of this study is to determine the effect of services quality offered by the online transportation companies towards customer satisfaction involving 100 respondents in the city. This study using two variables in this research, there are variable quality of service, which consists of five indicators research, which are tangible, reliability, responsiveness, assurance, and empathy; and a customer satisfaction variable which also consists of five indicators, which are product quality, service quality, emotional, price and cost. This study is a descriptive quantitative study; this study using survey method with questionnaire instruments. The result of the percentage of quality satisfaction on customer satisfaction is 43.5% with two indicators that have a very strong relationship to customer satisfaction, that are tangible and assurance indicators.
Keywords: Service Quality, Customers Satisfaction, Online Transportation.
Scope of the Article: Transportation Engineering