Analysis of Service Quality and Customer Satisfaction Among Maxim Online Transportation Service Users in Jabodetabek Using Servqual Dimensions
Abstract
This study aims to analyze the influence of SERVQUAL dimensions and price on customer satisfaction among users of Maxim's online transportation services in the Greater Jakarta area (Jabodetabek). The results indicate that the dimensions of assurance, reliability, and responsiveness have a positive and significant impact on perceived service quality. In contrast, empathy and tangibles do not show significant influence. Additionally, price has a positive and significant effect on customer satisfaction, while overall perceived service quality does not significantly affect satisfaction. These findings suggest that users prioritize reliability, responsiveness, and competitive pricing over physical facilities or personal attention. The implications of this research offer guidance for online transportation companies to focus service improvement strategies on the aspects that most strongly drive customer satisfaction and loyalty.
Downloads
References
Guillen, M.D., Ishida, H., 2004. Motorcycle-propelled public transport and local policy development. IATSS Res. 28 (1), 56–66. https://doi.org/10.1016/S0386-1112(14)60092-3
Hair, Joseph K, et al. 2017. A Primer on partial least squares structural equation modeling (PLSSEM) Edisi 2. Thousand Oaks, CA:Sage.
Muguro, J., Njeri, W., Matsushita, K., Sasaki, M., 2022. Road traffic conditions in Kenya: Exploring the policies and traffic cultures from unstructured user-generated data using NLP. IATSS Res. 46 (3), 329–344. https://doi.org/10.1016/j. iatssr.2022.03.003
Muir, J. A., Sanders, S. R., Hendricks, H., & Cope, M. R. 2023. Rural Residence, Motorcycle Access, and Contraception Use in South and Southeast Asia. https://doi.org/ 10.1101/2023.05.21.23290311
Risdiyanto, Munawar, A., Irawan, M. Z., Biddinika, M. K., & Alfed, J. 2019. Importance performance analysis of online motorcycle taxi services: Indonesian passenger perspective. Proceedings of the 2nd International Conference on Applied Science, Engineering and Social Sciences. https://doi.org/10.5220/0009878600790085.
Shiau, W.-L., Chen, H., Chen, K., Liu, Y.-H., Tan, F.T., 2021. A cross-cultural perspective on the blended service quality for ride-sharing continuance. J. Glob. Inf. Manag. 29 (6), 1–25. https://doi.org/10.4018/jgim.287602.
Suciningrum, Fatikhah. 2020. The Effect of Product Quality, Service Quality, and Product Price on Customer Satisfaction in Shopee. http://dx.doi.org/10.2139/ssrn.3767892
Sugiyono. 2007. Statistika Untuk Penelitian. Bandung (ID): CV Alfabeta.
Yilmaz, V., Ari, E., Oguz, ˘ Y.E., 2021. Measuring service quality of the light rail public transportation: a case study on Eskisehir in Turkey. Case Stud. Transport Pol. 9 (2), 974–982. https://doi.org/10.1016/j.cstp.2021.05.005.
Copyright (c) 2025 Annisa Nurawalia, Wita Juwita Ermawati, Mushtofa Mushtofa
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
