Proceedings of the 5th International Conference on Applied Economics and Social Science, ICAESS 2023, 7 November 2023, Batam, Riau islands, Indonesia

Research Article

Analysis of Customer Satisfaction Level Towards the Service Quality of an Online Ride Hailing Service in Batam using Servqual and IPA Methods

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  • @INPROCEEDINGS{10.4108/eai.7-11-2023.2342383,
        author={Andi Erna Mulyana and Lisa Yunika Aswar and Faisal Amri Nasution and Dwi  Kartikasari},
        title={Analysis of Customer Satisfaction Level Towards the Service Quality of an Online Ride Hailing Service in Batam using Servqual and IPA Methods},
        proceedings={Proceedings of the 5th International Conference on Applied Economics and Social Science, ICAESS 2023, 7 November 2023, Batam, Riau islands, Indonesia},
        publisher={EAI},
        proceedings_a={ICAESS},
        year={2023},
        month={12},
        keywords={service quality online transportation customer satisfaction service quality method (servqual) importance performance analysis (ipa)},
        doi={10.4108/eai.7-11-2023.2342383}
    }
    
  • Andi Erna Mulyana
    Lisa Yunika Aswar
    Faisal Amri Nasution
    Dwi Kartikasari
    Year: 2023
    Analysis of Customer Satisfaction Level Towards the Service Quality of an Online Ride Hailing Service in Batam using Servqual and IPA Methods
    ICAESS
    EAI
    DOI: 10.4108/eai.7-11-2023.2342383
Andi Erna Mulyana1,*, Lisa Yunika Aswar1, Faisal Amri Nasution1, Dwi Kartikasari2
  • 1: Politeknik Negeri Batam
  • 2: Universiti Brunei Darussalam
*Contact email: andierna@polibatam.ac.id

Abstract

This study aims to determine the customer satisfaction levels of a ride hailing service provider in Batam and identify the service attributes that are in need of improvement. The data was analyzed using a combination of techniques including Servqual analysis and IPA methods with a sample size of 250 respondents. The results indicate that although the average service quality was quite good, it failed to meet consumer expectations. The level of customer satisfaction is 97%, indicating that the service is not yet satisfactory. The incomplete payment application, poorly groomed drivers, and non-responsive in handling customer complaints are the primary areas that are in need of improvement. Therefore, it is essential to improve those attributes to enhance the quality of the services and customer satisfaction. For future research aiming to develop or expand this topic, should incorporate brand image variables to examine their impact on customer satisfaction levels.