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Oct 13, 2025 by sorusgentrification.com 25 views

Analysis of Customer Satisfaction Online Motorcycle Taxi Transportation Using the Fuzzy Service Quality Method (Case Study of USU FMIPA)

Introduction

Transportation is an essential need in today's modern era, and the existence of transportation facilities not only accelerates work but also meets daily needs. The community is now heavily dependent on transportation services, especially to reduce travel time. One of the innovations in the field of transportation is the emergence of application-based online motorcycle taxi services. This service connects customers with drivers via the internet, allowing users to order without the need to wait on the roadside.

As a service provider, online motorcycle taxi companies are required to maintain and improve the quality of services to customers. In this study, the focus is to analyze customer satisfaction with online motorcycle taxi services, using the Fuzzy Service Quality method. This method is designed to measure the gap between customer expectations and the reality of the service received. The Fuzzy Service Quality method is an effective analysis tool for capturing the nuances of customer satisfaction that is often subjective.

Understanding the Fuzzy Service Quality Method

The Fuzzy Service Quality method is a powerful tool for analyzing customer satisfaction in the service industry. It is designed to measure the gap between customer expectations and the reality of the service received. In the context of online motorcycle taxi services, customers have various expectations, ranging from speed, friendliness, to the quality of vehicles. By using this method, researchers can measure the extent of customer expectations to be realized in their experience.

The Fuzzy Service Quality method is based on the following principles:

Customer Expectations: Customers have certain expectations from the service provider, which are influenced by their past experiences, word-of-mouth, and marketing communications.
Service Quality: The service quality is the extent to which the service provider meets the customer's expectations.
Gap: The gap between customer expectations and service quality is the difference between what the customer expects and what the service provider delivers.

Implications of Research Results

Based on the findings above, online motorcycle taxi companies need to take strategic steps to improve service quality. One way to improve time suitability is to improve the delivery management system, such as utilizing a more efficient algorithm for driver scheduling and estimating more accurate arrival time. On the other hand, the increase in the appearance and professional attitude of the driver is also very important. Companies can conduct training for drivers to improve the quality of their interactions with customers, as well as provide guidance on the appearance expected by consumers.

The results of the analysis showed that there were several aspects of service that needed to be improved. One of the main concerns is the suitability of the time promised by the service provider, which has a GAP -0.373 value. This figure indicates that there is a significant dissatisfaction among customers related to delays or uncertainty of driver arrival time. In addition, the appearance of an online motorcycle taxi driver is also in the spotlight, with GAP -0,335. This indicates that customers hope that the driver gives a better and professional performance.

Conclusion

In the world that is increasingly changing, the quality of service becomes very important to attract and maintain customers. This research emphasizes the importance of understanding and meeting customer expectations in the online motorcycle taxi business. By utilizing the Fuzzy Service Quality method, companies can more easily identify areas that need to be improved, so as to provide more satisfying and sustainable service experiences for customers.

Recommendations for Future Research

Based on the findings of this study, the following recommendations are made for future research:

Further Analysis: Further analysis of the Fuzzy Service Quality method is needed to understand its application in other service industries.
Case Studies: More case studies are needed to understand the application of the Fuzzy Service Quality method in different service industries.
Development of New Methodologies: New methodologies need to be developed to improve the accuracy and reliability of the Fuzzy Service Quality method.

Limitations of the Study

This study has several limitations, including:

Sample Size: The sample size of this study is limited, which may affect the generalizability of the findings.
Data Collection: The data collection method used in this study may not be representative of the entire population.
Measurement Error: Measurement error may occur due to the subjective nature of the Fuzzy Service Quality method.

Future Directions

The findings of this study have several implications for future research, including:

Development of New Service Quality Metrics: New service quality metrics need to be developed to measure the quality of service in the online motorcycle taxi industry.
Improvement of Service Quality: Service quality needs to be improved to meet customer expectations and increase customer satisfaction.
Development of New Technologies: New technologies need to be developed to improve the efficiency and effectiveness of the online motorcycle taxi industry.

Conclusion

In conclusion, this study has provided insights into the application of the Fuzzy Service Quality method in the online motorcycle taxi industry. The findings of this study have several implications for future research, including the development of new service quality metrics, improvement of service quality, and development of new technologies.
Frequently Asked Questions (FAQs) About Customer Satisfaction Analysis of Online Motorcycle Taxi Transportation Using the Fuzzy Service Quality Method

Q: What is the Fuzzy Service Quality method?

A: The Fuzzy Service Quality method is an effective analysis tool for capturing the nuances of customer satisfaction that is often subjective. It is designed to measure the gap between customer expectations and the reality of the service received.

Q: What are the key principles of the Fuzzy Service Quality method?

A: The Fuzzy Service Quality method is based on the following principles:

Customer Expectations: Customers have certain expectations from the service provider, which are influenced by their past experiences, word-of-mouth, and marketing communications.
Service Quality: The service quality is the extent to which the service provider meets the customer's expectations.
Gap: The gap between customer expectations and service quality is the difference between what the customer expects and what the service provider delivers.

Q: What are the benefits of using the Fuzzy Service Quality method?

A: The benefits of using the Fuzzy Service Quality method include:

Improved customer satisfaction: By understanding customer expectations and service quality, service providers can improve customer satisfaction.
Increased customer loyalty: By meeting customer expectations, service providers can increase customer loyalty.
Competitive advantage: By using the Fuzzy Service Quality method, service providers can gain a competitive advantage in the market.

Q: What are the limitations of the Fuzzy Service Quality method?

A: The limitations of the Fuzzy Service Quality method include:

Subjective nature: The Fuzzy Service Quality method is based on subjective data, which may be influenced by personal biases.
Sample size: The sample size of the Fuzzy Service Quality method may be limited, which may affect the generalizability of the findings.
Data collection: The data collection method used in the Fuzzy Service Quality method may not be representative of the entire population.

Q: How can service providers improve customer satisfaction using the Fuzzy Service Quality method?

A: Service providers can improve customer satisfaction using the Fuzzy Service Quality method by:

Understanding customer expectations: By understanding customer expectations, service providers can meet customer needs and improve customer satisfaction.
Improving service quality: By improving service quality, service providers can meet customer expectations and increase customer satisfaction.
Reducing the gap: By reducing the gap between customer expectations and service quality, service providers can improve customer satisfaction.

Q: What are the implications of the Fuzzy Service Quality method for the online motorcycle taxi industry?

A: The implications of the Fuzzy Service Quality method for the online motorcycle taxi industry include:

Improved customer satisfaction: By using the Fuzzy Service Quality method, online motorcycle taxi companies can improve customer satisfaction.
Increased customer loyalty: By meeting customer expectations, online motorcycle taxi companies can increase customer loyalty.
Competitive advantage: By using the Fuzzy Service Quality method, online motorcycle taxi companies can gain a competitive advantage in the market.

Q: What are the future directions for research on the Fuzzy Service Quality method?

A: The future directions for research on the Fuzzy Service Quality method include:

Development of new service quality metrics: New service quality metrics need to be developed to measure the quality of service in the online motorcycle taxi industry.
Improvement of service quality: Service quality needs to be improved to meet customer expectations and increase customer satisfaction.
Development of new technologies: New technologies need to be developed to improve the efficiency and effectiveness of the online motorcycle taxi industry.

Q: What are the limitations of this study?

A: The limitations of this study include:

Sample size: The sample size of this study is limited, which may affect the generalizability of the findings.
Data collection: The data collection method used in this study may not be representative of the entire population.
Measurement error: Measurement error may occur due to the subjective nature of the Fuzzy Service Quality method.

Q: What are the implications of this study for the online motorcycle taxi industry?

A: The implications of this study for the online motorcycle taxi industry include:

Improved customer satisfaction: By using the Fuzzy Service Quality method, online motorcycle taxi companies can improve customer satisfaction.
Increased customer loyalty: By meeting customer expectations, online motorcycle taxi companies can increase customer loyalty.
Competitive advantage: By using the Fuzzy Service Quality method, online motorcycle taxi companies can gain a competitive advantage in the market.