Analysis of Service Quality Factors in the Grab Application on User Satisfaction using the Service Quality (SERVQUAL) Method

Dimas Hadi Yanto, Dwi Rosa Indah, Hardini Novianti, M. Rudi Sanjaya, Naretha Kawadha Pasemah Gumay

Abstract


The development of information technology in the digital era has had a significant impact, including on online transportation services such as Grab. However, Grab users frequently complain about slow response times from customer support when handling complaints, as well as recurring issues with the balance feature, as reflected in complaints like "saldo" (balance) and "please fix this". This study aims to identify the factors influencing the service quality of the Grab application on user satisfaction in Palembang using the Service Quality (SERVQUAL) approach. A quantitative research method was employed, involving 106 respondents who are Grab users. Data were collected through questionnaires and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS 4 to measure the impact of five SERVQUAL dimensions: responsiveness, reliability, tangibles, empathy, and assurance. The findings indicate that these five dimensions collectively have a highly significant effect on service quality (F = 41.92). Individually, the tangibles dimension has the most dominant impact (t = 4.473, p < 0.05), followed by empathy, which also shows a significant influence (t = 2.248, p < 0.05). However, reliability, responsiveness, and assurance do not exhibit significant effects. These results highlight the need for service quality improvements, particularly in the dimensions that were found to be less significant, to enhance the Grab application’s user experience in Palembang.

Keywords


kualitas layanan; servqual; kepuasan pengguna; grab

Full Text:

PDF

References


L. Y. Siregar and M. I. P. Nasution, “Perkembangan Teknologi Informasi terhadap Peningkatan Bisnis Online,” Hirarki J. Ilm. Manaj. dan Bisnis, vol. 2, no. 1, pp. 71–75, 2020, doi: 10.30606/hjimb.

D. N. G. Putra and S. T. Raharjo, “Analisis Pengaruh Kemudahan Penggunaan, Kualitas Layanan, dan Persepsi Manfaat terhadap Loyalitas Pengguna dengan Kepuasan Pengguna sebagai Variabel Intervening (Studi pada Pengguna Aplikasi Grab di Kota Semarang),” Diponegoro J. Manag., vol. 11, no. 1, 2022, [Online]. Available: https://ejournal3.undip.ac.id/index.php/djom/article/view/33816

R. Wahyudi and G. Kusumawardhana, “Analisis Sentimen pada review Aplikasi Grab di Google Play Store menggunakan Support Vector Machine,” J. Inform., vol. 8, no. 2, pp. 200–207, 2021, doi: 10.31294/ji.v8i2.9681.

A. R. Darwi and Efrizon, “Analisis Kepuasan Pengguna E-learning sebagai Pendukung Aktivitas Belajar menggunakan EUCS,” J. Vokasional Tek. Elektron. dan Inform., vol. Vol 7, no. 1, pp. 25–31, 2019, doi: 10.24036/voteteknika.v7i1.103639.

C. Sa’diyah, D. Aulia, and S. N. Andharini, “Analisis Kepuasan Pelanggan Pengguna Jasa Transportasi Ojek Online: Studi pada Pengguna Grab Bike,” Optim. J. Ekon. Dan Kewirausahaan, vol. 15, no. 1, pp. 45–57, 2021.

Y. Septiani, E. Aribbe, and R. Diansyah, “Analisis Kualitas Layanan Sistem Informasi Akademik Universitas Abdurrab terhadap Kepuasan Pengguna menggunakan Metode Sevqual (Studi Kasus: Mahasiswa Universitas Abdurrab Pekanbaru),” J. Teknol. Dan Open Source, vol. 3, no. 1, pp. 131–143, 2020, doi: https://doi.org/10.36378/jtos.v3i1.560.

H. M. Azizi, “Analisis Servqual Kualitas Layanan terhadap Kepuasan Pelanggan Jasa Pengiriman Barang pada PT. Buah Candra Dewi,” J. Fak. Ekon. Univ. Muhammadiyah Jember, pp. 1–17, 2019.

F. Azzahrah and L. Amelia, “Analisis Pengaruh Kualitas Pelayanan Aplikasi Maxim Mobile terhadap Kepuasan Pengguna dengan Metode Servqual,” J. Teknol. Sist. Inf., vol. 2, no. 1, pp. 59–68, 2021, doi: 10.35957/jtsi.v2i1.849.

Y. Murdianto, R. I. Rochmawati, and A. R. Perdanakusuma, “Analisis Pengaruh Layanan terhadap Kepuasan Pelanggan menggunakan Metode Servqual (Studi Kasus Go-Jek Kota Malang),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 3, no. 1, pp. 603–612, 2019, [Online]. Available: https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/4170

D. Y. Ulpa, R. Teguh, and D. Pratama, “Analisis Kualitas Pelayanan Aplikasi Lazada berbasis Mobile dengan Metode Servqual,” J. Teknol. Sist. Inf., vol. 2, no. 1, pp. 38–48, 2021, doi: 10.35957/jtsi.v2i1.847.

E. Lisawati, H. Hendri, and L. Asri, “Analisis Kualitas Layanan berdasarkan Kepuasan Pengguna Grab Express di Kota Jambi menggunakan Metode Service Quality,” J. Manaj. Teknol. Dan Sist. Inf., vol. 1, Sep. 2021, doi: 10.33998/jms.2021.1.2.6.

S. Djusar, M. Sadar, and E. Asril, “Analisa Kualitas Layanan Sistem Smart Unilak menggunakan Servqual Method,” Digit. Zo. J. Teknol. Inf. Dan Komun., vol. 11, no. 2, pp. 278–290, 2020, doi: 10.31849/digitalzone.v11i2.5331.

K. N. Surianto and E. Istriani, “Pengaruh Kualitas Pelayanan, Persepsi Harga, dan Promosi terhadap Kepuasan Pelanggan Pengguna Jasa Transportasi Online Grab-Cardi Yogyakarta,” Pros. SENDI_U, pp. 345–358, 2019, [Online]. Available: https://www.unisbank.ac.id/ojs/index.php/sendi_u/article/view/7380

A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “Servqual: A Multiple-Item Scale for Measuring Consumer Perc,” J. Retail., vol. 64, no. 1, p. 12, 1988.

R. B. Jimanto, “Pengaruh service quality terhadap loyalitas pelanggan dengan customer satisfaction sebagai Variabel Intervening pada Ritel Bioskop The Premiere Surabaya,” J. Strateg. Pemasar. Petra, vol. 2, no. 1, pp. 1–7, 2014, [Online]. Available: https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1407

P. G. Subhaktiyasa, “Menentukan Populasi dan Sampel : Pendekatan Metodologi Penelitian Kuantitatif dan Kualitatif,” JIPP, vol. 9, no. 4, pp. 2721–2731, 2024, doi: 10.29303/jipp.v9i4.2657.

P. D. Sugiyono, “Metode Penelitian Kuantitatif Kualitatif dan R&D,” Alf. cv, 2019.

M. Tampubolon, Metode Penelitian, vol. 3, no. 17. 2023.

I. K. Swarjana, Populasi-Sampel, Teknik Sampling & Bias dalam Ppenelitian. Penerbit Andi, 2022.

G. Vionalita, “Modul Metodologi Penelitian Kuantitatif,” pp. 0–25, 2020.

D. Hardani et al., “Metode Penelitian Kualitatif & Kuantitatif, ed. by Husnu Abadi,” Pertama (Yogyakarta CV Pustaka Ilmu, 2020), 2020.

R. Tanamal, “Analisis Faktor yang Paling berpengaruh pada Keinginan menggunakan Aplikasi Grab di Kota Surabaya,” JUTEI J. Terap. Teknol. Inf., vol. 1, no. 2, pp. 119–128, 2017, doi: 10.21460/jutei.2017.12.48.

J. F. Hair, G. T. M. Hult, and C. M. Ringle, A Primer on Partial Least Squares Structural Equation Modeling ( PLS-SEM ).

N. Sudibjo and D. Lukita, “Faktor-Faktor yang mempengaruhi Motivasi Belajar Siswa di Era Pandemi Covid-19,” Akademika, vol. 10, no. 1, pp. 145–161, 2021, doi: 10.34005/akademika.v10i01.1271.

A. A. Suntara, P. P. Widagdo, and V. Z. Kamila, “Analisis Penerapan Model Unified Theory of Acceptance and use of Technology (UTAUT) terhadap Perilaku Pengguna Sistem Informasi Uang Kuliah Tunggal Universitas Mulawarman,” Kreat. Teknol. dan Sist. Inf., vol. 1, no. 1, pp. 1–8, 2023, doi: 10.30872/kretisi.v1i1.275.

S. C. Ningsih, D. Setiawan, and D. Arsa, “Analisis Penerimaan dan Penggunaan Aplikasi Zoom dengan Pendekatan Model UTAUT 2,” J. Inform. Sist. Inf. Dan Kehutan., vol. 2, no. 1, pp. 36–44, 2023, doi: 10.53978/jfsa.v2i1.266.

D. R. Yandi and W. Septrizola, “Pengaruh Kualitas Informasi, Kualitas Sistem, dan Kualitas Layanan terhadap Minat Beli Ulang Pengguna E-Commerce Situs Blibli.Com dengan Kepuasan sebagai Variabel Intervening pada Masyarakat Kota Padang,” J. Kaji. Manaj. dan Wirausaha, vol. 1, no. 3, pp. 67–76, 2019, doi: 10.24036/jkmw0279010.

Z. R. A. Duhe, M. R. Katili, and N. Pakaya, “Evaluasi Sistem Informasi Kemahasiswaan Terpadu menggunakan Model HOT-Fit,” Jambura J. Informatics, vol. 4, no. 2, pp. 71–80, 2022, doi: 10.37905/jji.v4i2.14664.

N. Asniar, D. K. Prananingrum, and Z. Putra, “Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Bongkar Muat pada PT . Pelabuhan Indonesia IV ( PERSERO ) Cabang Kendari,” J. Pendidik. Tambusai, vol. 7, no. 2, pp. 3665–3675, 2023, doi: 10.31004/jptam.v7i2.6259.

E. R. Arifianti, M. R. Junianto, and A. T. D. Paksi, “Pengukuran Quality of Service and Facilities terhadap Customer Satisfaction,” G-Tech J. Teknol. Terap., vol. 7, no. 2, pp. 646–653, 2023, doi: 10.33379/gtech.v7i2.2382.

V. A. Zeithaml and M. J. Bitner, Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill, 2003. [Online]. Available: https://books.google.co.id/books?id=YbxaAAAAYAAJ

R. Hamid, D. L. Radji, and Y. L. Ismail, “Pengaruh Empathy dan Responsiveness terhadap Minat Kunjungan Ulang Pelanggan,” Oikos Nomos J. Kaji. Ekon. dan Bisnis, vol. 13, pp. 27–38, 2020, doi: https://doi.org/10.37479/jkeb.v13i1.7105.

Y. Iskantika and Nuryuliani, “Analisis Pengaruh Service Quality terhadap Kepuasan Pengguna Aplikasi Gojek menggunakan Metode Servqual,” PROSEDING, pp. 306–321, 2022, [Online]. Available: https://www.journal.uniba.ac.id/index.php/PSD/article/view/374

T. Fandy, “Service Management Mewujudkan Layanan Prima. Edisi 2,” Andi. Yogyakarta, 2011.




DOI: https://doi.org/10.32520/stmsi.v14i2.5043

Article Metrics

Abstract view : 191 times
PDF - 63 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.