AGUNG, PRANATA (2020) ANALISIS KUALITAS PELAYANAN GRAB BIKE DENGAN METODE QFD BERDASARKAN DIMENSI SERVQUAL. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Kemajuan teknologi dan informasi pada masa ini mendorong masyarakat untuk terus berkembang, baik dari sisi sosial maupun non sosial, terkhusus pada jasa transportasi. Seiring dengan meningkatnya kebutuhan masyarakat akan sarana transportasi sebagai salah satu kebutuhan pokok, Transportasi online menjadi pilihan alternatif konsumen yang paling banyak diminati. Grab Bike merupakan salah satu sarana yang membuka pelayanan jasa tranportasi online. Untuk menigkatkan kepuasan pelanggan, maka penulis harus mengetahui bagaimana pelayanan yang ada di Grab Bike tersebut. Untuk mengatasi masalah tersebut perlu dilakukan penelitian mengenai persepsi kinerja dan harapan konsumen, selain itu juga dilakukan perencanaan untuk meningkatkan pelayanan sehingga target bisa tercapai. Untuk meningkatkan kualitas layanan jasa maka perlu dilakukan perbaikan dalam peningkatan, baik internal maupun eksternal dari Grab Bike tersebut. Dengan metode QFD penulis dapat mengkategorikan setiap atribut layanan berdasarkan seberapa baik jasa pelayanan tersebut mampu memuaskan kebutuhan pelanggan. Berdasarkan metode Servqual, penulis dapat mengetahui apakah pelayanan yang diberikan driver kepada konsumen Grab Bike sudah memenuhi kepuasan pelanggan. Kata kunci : Grab Bike, Servqual, QFD, Pelanggan. ABSTRACT Advances in technology and information at this time encourage people to continue to develop, both from a social and non-social side, especially in transportation services. Along with the increasing public need for transportation as one of the basic needs, online transportation is the most popular alternative for consumers. Grab Bike is a facility that opens online transportation services. To increase customer satisfaction, the authors must know how the services at Grab Bike are. To overcome this problem, it is necessary to conduct research on perceptions of performance and consumer expectations, in addition to planning to improve services so that targets can be achieved. To improve the quality of services, it is necessary to make improvements in enhancement, both internal and external to the Grab Bike. With the QFD method the author can categorize each service attribute based on how well the service is able to satisfy customer needs. Thus, Grab drivers and management can take the right steps to improve service quality. Based on the Servqual method, the author can find out whether the services provided by drivers to Grab Bike consumers have met customer satisfaction. Keywords: Grab Bike, Servqual, QFD, Customer.
| Item Type: | Thesis (S1) |
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| Call Number CD: | FT/IND 20 030 |
| NIM/NIDN Creators: | 41615320080 |
| Uncontrolled Keywords: | Kata kunci : Grab Bike, Servqual, QFD, Pelanggan. |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.5 Management of Production/Manajemen Produksi |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 20 Apr 2022 07:26 |
| Last Modified: | 20 Apr 2022 07:26 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60261 |
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