CD Tesis

pengukuran kepuasan pelanggan pengguna jasa transportasi online “kuantar” di kota teluk kuantan dengan pendekatan importance performance analysis (ipa)

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This study aims to measure the level of customer satisfaction with the Kuantar online transportation service and to identify which service attributes should be prioritized for improvement or maintained for quality. The method used in this research is the Importance Performance Analysis (IPA) approach, which maps the gap between the level of importance and performance of services based on customer perceptions. Data was collected through the distribution of questionnaires to 103 users of the Kuantar service in Teluk Kuantan. The results of the analysis indicate that, in general, the level of customer satisfaction falls into the moderate category, with several service attributes showing a mismatch between expectations and actual performance. Two attributes that fall into Quadrant I—indicating top priority for improvement—are the alignment between service costs and service speed, and the responsiveness of drivers in picking up customers after orders are confirmed. Meanwhile, six other attributes fall into Quadrant II, showing consistency between importance and performance, and therefore are recommended to be maintained. This study recommends optimizing the driver assignment system and evaluating the fare structure as strategies to enhance the quality of Kuantar's services.
Key words : Customer satisfaction, Importance Performance Analysis, online transportation, Kuantar.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2210246869

Penerbit

Pekanbaru : UNRI – PASCA – Magister Manajemen., 2025

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2210246869

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Magister Manajemen

Info Detail Spesifik

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Pernyataan Tanggungjawab

Rahmat

Versi lain/terkait

Lampiran Berkas

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