Societal perception toward transportation modes based on online (Go-Jek) In Malang City

3rd International Conference of Planning in the Era of Uncertainty

Buamona, D.M.^1

Department of Urban and Regional Planning, Faculty of Engineering, Universitas Brawijaya, Malang, Indonesia^1

关键词: Customer satisfaction indices;    Importance-performance analysis;    Level of satisfaction;    Public transportation;    Sampling technique;    Service improvement;    Specific location;    Transportation mode;   

Others  :  https://iopscience.iop.org/article/10.1088/1755-1315/70/1/012007/pdf
DOI  :  10.1088/1755-1315/70/1/012007

来源: IOP

【 摘 要 】

Driver online which is renowned as Go-jek is one of alternative transportation exist in Malang city based on IT. This service is supportive enough for all societies and easy to do serving, namely it is enough by using Go-jek application which is exist in Smartphone. Some services served by Go-jek including Go-Ride, Go-Car, Go-Food, Go-Send dan Go- Massage. By the development of technology and the emergence of alternative transportation, it will not close any chance to get competition.In its development some Go-Jek users started complaining about the services provided. This study aims is to assess the level of importance and performance and measure the level of community satisfaction in using Go-Jek with the method of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) is used to determine the attributes of importance and level of satisfaction of performance while the Customer Satisfaction Index (CSI) is used to view the percentage of satisfaction level. Accidental Sampling technique is used to determine the sample based on spontaneity factor as well as for data collection using questionnaires with 100 respondents. The results of this study indicate that services considered important by the community but less attention namely waiting time for short reservations, ability to reach a specific location. Drivers deliver you to the right destination and reliability. For percentage of respondent satisfaction level, it is seen from several criteria: a) 0,81-1,00 Very satisfied, b) 0,66-0,80 Satisfied, c) 0,51-0,65 Simply satisfied, d) 0,35 -0.50 Less satisfied, and d) 0.00-0.34 Very dissatisfied. From the results of this study, it shows that people feel very satisfied with the service given today with a value of 0.84 CSI, this value is at the interval of 0.81-1.00. Based on the results of the analysis, although the percentage of this study shows high level of satisfaction of the respondents but the service improvements should continue if Go-Jek wants to make this transport as a public transportation alternative choice for people that is not to move on to other alternative transportation.