scholarly journals Faktor Tampilan dan Penyesuaian Aplikasi pada Kualitas Layanan dalam Menganalisis Loyalitas Pengguna Transportasi Daring

2020 ◽  
Vol 13 (2) ◽  
Author(s):  
Michael Christian
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
The Other ◽  
Transportation Mode ◽  
Online Application ◽  
Customer Needs ◽  
Transportation Service ◽  
Transportation Modes ◽  
Lifestyle Pattern

The shift in the pattern of using land transportation modes from conventional to online application-based has helped shape the lifestyle pattern of using different land transportation modes for the community. However, the other side of the presence of this application-based online land transportation mode is to maintain customer needs and expectations through aspects of service quality in applications provided by application-based online transportation service providers. It is not an easy thing to do and maintain. Applications should have quality because applications are the main capital in using online transportation modes. In addition, the information listed on the online transportation mode application is an important factor in providing the suitability of the information in the application. This study aims to analyze the effect of application display factors and feature adjustments in the application on user loyalty of application-based online transportation modes. By using SMART PLS 3.0, the results of this study explain that the attitudes of users of application-based online transportation modes are influenced by the application display factors and the adjustment of features in the application. Furthermore, loyalty is influenced by the attitude of users of application-based online transportation modes. Other recent features as part of service quality can be another factor that can be used to analyze user loyalty for application-based online transportation modes. This is useful for enriching understanding in determining the loyalty of users of application-based online transportation modes.

Exploration of Product Centric Factors in Telecom Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Swati Ganeti ◽  
Rajat Agarwal ◽  
Murali Krishna Medudula ◽  
Mahim Sagar
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Connectivity ◽  
Factor Loading ◽  
The Other ◽  
Relative Importance ◽  
Network Connection ◽  
Telecom Service ◽  
Telecom Industry

Telecom industry is one of those industries which has changed dramatically during the past decade. With more and more players entering in this industry, competition is ever increasing. The war between these players is slowly shifting from the price to the augmentation. This paper aims at exploring such factors which influence a customers preference of one telecom service provider (TSP) over the other. It is a descriptive research where study has been conducted among the consumers of different telecom service providers (TSPs). By reviewing the existing literature in this domain, we explored different factors which affect the consumers decision to prefer one telecom service provider over the other. A consumer targeted questionnaire was designed where consumers were asked about the factors they consider (with their relative importance quantified using Likert scale), before buying a new network connection to know the relative importance of the various factors. Factor Analysis was performed to club various variables into distinct factors. Statistical techniques then helped in identifying the relative importance. From the Factor Loading matrix the following five factors were generated:- Overall service quality, Point of Purchase Differentiator, Promotion Measures, Tariff Plans and Size of the Network. Further study in the behavioural perceptions of consumer shows that the most important factor in influencing the customer buying behavior is Service Quality. The second most important factor is cost and various plans offered by the telecom service provider. Network connectivity was considered by almost all the respondents and consumers prefer the largest network player. The study also found that promotional measures dont influence the customers as expected.

scholarly journals Telaah Regulasi Ojek Online di Indonesia dalam Perspektif Filsafat Fenomenologi Hukum

2021 ◽  
Vol 25 (1) ◽  
pp. 21-40
Author(s):  
Ayuta Puspa Citra Zuama ◽  
Cut Mutia Dinda ◽  
Djalu Pamungkas
Keyword(s):  
Public Transportation ◽  
Service Providers ◽  
Road Traffic ◽  
Secondary Data ◽  
Transportation Service ◽  
Transportation Modes ◽  
Technological Developments ◽  
The Republic ◽  
Conducting Research ◽  
Laws And Regulations

Abstrak Moda transportasi umum mengalami perkembangan teknologi yang cukup memudahkan akses bagi para calon penumpangnya. Perubahan dan perkembangan moda transportasi dari yang semula konvensional menjadi transportasi online merupakan suatu bentuk fenomena perubahan sosial masyarakat yang tercipta sebagai inovasi karena kehendak untuk memperoleh kemudahan dalam menggunakan transportasi umum. Namun, operasional perusahaan penyedia jasa transportasi online dianggap ilegal karena sejak awal tidak memenuhi ketentuan pasal 1 angka 21 Undang-Undang Nomor 22 Tahun 2009 tentang Lalu Lintas dan Angkutan Jalan (UU LLAJ) karena perusahaan ini tidak mengantongi izin usaha sebagai penyedia jasa transportasi umum. Belum memperoleh titik terang dari permasalahan ketentuan peraturan perundang-undangan terkait dengan operasional ojek online, pada Tahun 2019 Menteri Perhubungan Republik Indonesia justru mengeluarkan Peraturan Menteri Nomor 12 Tahun 2019 tentang Perlindungan Keselamatan Pengguna Sepeda Motor yang Digunakan untuk Kepentingan Masyarakat. Peraturan Menteri ini keluar menghiraukan kesemrawutan peraturan perundang-undangan lainnya sebagai terobosan baru yang diharapkan dapat menjadi solusi atas permasalahan pengaturan ojek online. Apakah peraturan menteri ini sungguh-sungguh dapat mengurai problematika legalitas ojek online di Indonesia, atau justru menambah persoalan peraturan hukum yang ada di Indonesia mengingat terang sekali peraturan menteri ini bertentangan dengan UU LLAJ yang secara hierarki peraturan perundang undangan merupakan peraturan yang lebih tinggi. Berdasarkan problematika hukum terkait dengan regulasi ojek online penulis tertarik untuk melakukan penelitian mengenai kebutuhan hukum untuk melakukan regulasi terhadap ojek online di Indonesia berdasarkan perspektif filsafat fenomenologi hukum. Penelitian ini menggunakan metode penulisan hukum normatif yang bersifat preskriptif. Jenis data yang digunakan adalah data sekunder dengan menggunakan teknik analisis kualitatif. Penelitian ini menghasilkan referensi hukum berupa penelaahan regulasi bagi ojek online di Indonesia dalam perspektif filsafat fenomenologi hukum. Kata Kunci: Regulasi, Ojek Online, Filsafat, Fenomenologi, Hukum   Review of Online Ojek Regulation in Indonesia from the Perspective of Phenomenological Philosophy of Law Abstract Public transportation modes are experiencing technological developments that make it easy for prospective passengers to access. The change and development of transportation modes from conventional totransportation online is a form of social change phenomenon that is created as an innovation because of the desire to gain convenience in using public transportation. However, the operations oftransportation service providers are online considered illegal because from the start they did not meet the provisions of article 1 number 21 of Law Number 22 Year 2009 concerning Road Traffic and Transportation (LLAJ Law) because this company does not have a business license as a public transportation service provider. Not yet clear on the problem with the provisions of laws and regulations related tomotorcycle taxi operations online, in 2019 the Minister of Transportation of the Republic of Indonesia issued Ministerial Regulation Number 12 of 2019 concerning Safety Protection of Motorcycle Users Used in Public Interest. This Ministerial Regulation disregards the clutter of other laws and regulations as a new breakthrough which is expected to be a solution to the problem of regulatingmotorcycle taxis online. Does this ministerial regulation really solve the legality problem ofmotorcycle taxis online in Indonesia, or does it add to the problem of existing legal regulations in Indonesia, given that this ministerial regulation clearly contradicts the LLAJ Law which hierarchically constitutes a higher regulation. Based on legal problems related to the regulation ofmotorcycle taxis online, the authors are interested in conducting research on the legal need to regulatemotorcycle taxis online in Indonesia based on the perspective of the philosophy of legal phenomena. This study uses a prescriptive normative legal writing method. The type of data used is secondary data using qualitative analysis techniques. This research produces a legal reference in the form of a review of regulations formotorcycle taxis online in Indonesia from the perspective of the philosophy of legal phenomena. Keywords: Regulation, Ojek Online, Philosophy, Phenomenology, Law

scholarly journals Assessment of Rail Freight Transport Service Quality

2012 ◽  
Vol 13 (3) ◽  
pp. 188-192 ◽  
Author(s):  
Ramūnas Palšaitis ◽  
Andrejus Ponomariovas
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Freight Transport ◽  
Rolling Stock ◽  
Transport Service ◽  
Self Assessment ◽  
Rail Freight ◽  
Transportation Service ◽  
Service Quality Evaluation ◽  
Survey Results

Assessment of Rail Freight Transport Service Quality Investigations show a growth of requirements for goods transportation quality by rail. There is a need to analyse in details goods transportation system by rail to meet requirements of market and give extra boost to development transportation service quality. The purpose of the current article is to give a partial overview about the experts, freight forwarders and customers' survey results. The analysis of customers' answers showed that they are not fully satisfied with quality of the service. It was identified that freight forwarders and other transportation service providers must carry out regular self-assessment of performance against defined criteria of service. Clear and united criteria of cargo transportation quality by rail will make easier to choose transport mode, transport means and route. The survey data and literature analysis showed that there is a vast range of criteria to be proposed for rail service quality evaluation, but no one of the models is prevailing. The analysis showed that most often the mentioned criteria are linked with the information, rolling stock, reliability and punctuality.

Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)

2017 ◽  
Vol 18 (4) ◽  
pp. 1041-1058 ◽  
Author(s):  
S. Rajeswari ◽  
Yarlagadda Srinivasulu ◽  
S. Thiyagarajan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
The Other ◽  
Digital Subscriber Line ◽  
Subscriber Line ◽  
Communication Sector ◽  
The One ◽  
Telecom Sector

The last few decades have witnessed a greater transition in the communication sector due to the unpre- cedented innovations in technology. On the one hand, the emergence of broadband has rejuvenated and strengthened the wireline sector by making use of the existing wireline infrastructure. On the other hand, it has created an intense competition among the service providers. The competition has propelled the service providers to look beyond the idea of providing service and has forced them to consider other factors like establishing customer loyalty which stems out of customer satisfaction and service quality. Thus, the study aims to analyze the interrelationship among the above-mentioned factors with respect to digital subscriber line (DSL) service offered by the incumbent wireline operator in Puducherry. The study has found that customer satisfaction plays an intervening role between service quality and customer loyalty.

Research on PDL Ticket Pricing in Light of Service Quality

2011 ◽  
Vol 97-98 ◽  
pp. 453-457
Author(s):  
Jie Liu ◽  
Shi Wei He ◽  
Jin Liang Jiang
Keyword(s):  
Service Quality ◽  
Air Transportation ◽  
Price Adjustment ◽  
Price Model ◽  
Long Distance ◽  
Transportation Mode ◽  
Ticket Price ◽  
Ticket Pricing ◽  
Transportation Modes

Due to the similarity of passengers source in long distance transportation, competitions among passenger dedicated line(PDL), existing railway lines and air transportation are severely. First of all, analyzing the element which influence travelers choice, then a competition model for these three modes of transportation are gotten, which mainly take ticket price, comfort and travel time into account. In the process of competition, the ticket price adjustment can affect the service quality. Therefore, in this paper using the average crowding degree to measure service quality, under the promise the guarantee of the service quality of transportation modes, a PDL ticket price model based on the service quality is formulated, and the LINGO software be used to solve this model. At last the PDL of Jing-guang is chosen as an example to calculate the ticket price of PDL. The result shows that in order to meet the required of service quality of each transportation mode, the ticket price of PDL should no less than RMB 700.

scholarly journals Evaluasi Fasilitas Ruang Tunggu Untuk Peningkatan Kualitas Pelayanan Dengan Pendekatan Mikro Dan Makro Ergonomi Di Stasiun Kereta Api Malang

2020 ◽  
Vol 2 (1) ◽  
pp. 98-102
Author(s):  
Mardiki Supriadi
Keyword(s):  
Service Quality ◽  
Air Temperature ◽  
Service Providers ◽  
Sound Intensity ◽  
Waiting Room ◽  
Railway Station ◽  
Train Station ◽  
Analysis And Design ◽  
Transportation Service ◽  
Improve Service Quality

The train station in Malang is one of the stations under the supervision of PT. Kereta Api Indonesia (Persero), which is engaged in the business of providing land transportation services. The large number of transportation service providers encourage competition between transportation service providers to provide good service to satisfy consumer desires. Service quality and condition of facilities available at railway stations in Malang, especially the waiting room section, still do not meet the Minimum Service Standards for People Transportation by Train based on the Minister of Transportation Regulation No. PM 9 on February 8, 2011. Therefore it is necessary to identify and evaluate the condition of waiting room facilities and the analysis and evaluation carried out to improve service quality with a Micro and macro ergonomics approach. With the Micro Ergonomics approach there will be proposed improvements to overcome work environment problems (air temperature and sound intensity level) in the train station waiting room. With the Ergonomics Macro approach a work system will be redesigned in the train station waiting room section that can be implemented by the train station manager. This study aims to identify, analyze problems and propose improvements to the condition of facilities in the waiting room section with a Micro and macro ergonomics approach to improve service quality at the Railway Station in Malang. This study describes the condition of facilities in the Railway Station waiting room in Malang through a questionnaire distributed to train service users. By knowing these conditions, a measurement of the working environment conditions is carried out on the train station waiting room. Obtained results of air temperature measurements in the waiting room area ranged from 31-35.3oC and the level of sound intensity in the waiting room section ranged from 66.8 to 88.1dB. Then the problem solving using the Macro Ergonomics approach using the MEAD method (Macro Ergonomic Analysis and Design) through ten stages of the process and obtained alternative selection results, namely repairs and procurement of facilities in the waiting room, officer training at the railway station and improvement of culture or passenger habits . From this study, a proposal to improve the waiting room facilities at the railway station in Malang was proposed which could be implemented by the management of PT. Kereta Api Indonesia (Persero) to improve the service quality of the train station.

scholarly journals The Process Occupying and Tending to the Use of Roads by Online Motorcycle Transportation

2019 ◽  
Vol 3 (1) ◽  
pp. 31
Author(s):  
Tin Budi Utami
Keyword(s):  
Public Transportation ◽  
Service Providers ◽  
Light Rail ◽  
Rail Transit ◽  
Rapid Transit ◽  
Transportation Mode ◽  
Transportation Services ◽  
Transportation Modes ◽  
Mode Of Transportation ◽  
The Government

Jakarta is increasingly improving its public transportation services. At present, a breakthrough in the development of transportation has been made, especially related to the protocol road. These include expanding Transjakarta routes, Mass Rapid Transit, and Light Rail Transit. The addition of the number of modes of transportation has an impact on the addition of the number of stations or stops. However, it does not match by the availability of the government in procuring land for connecting transportation modes into deeper areas. The formal and informal transportation providers as an introduction to integrated transportation users still use the highway corridor as their place to raise, lower, and wait for passengers. Not yet found a place to raise, lower, and wait for those around the top of the officially integrated mode of transportation from the government or service providers. Therefore, this study was conducted to see how the division of land used by providers of the integrated transportation mode connector. This research method is to observe the spread of land use providers of formal and informal transportation services.

scholarly journals PENGEMBANGAN MODEL SERVICE QUALITY PADA INDUSTRI JASA OTOMOTIF DI ”EIFISIENSI TOUR AND TRAVEL” TULUNGAGUNG

2019 ◽  
Vol 1 (2) ◽  
pp. 111
Author(s):  
Tali roso Susilo ◽  
Sri Rahayuningsih ◽  
Heribertus Budi Santoso
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Service Providers ◽  
Research Process ◽  
Survey Method ◽  
Quality Service ◽  
Service Model ◽  
Customer Complaints ◽  
Transportation Service ◽  
The Village

In this study, an analysis of the development of a quality service model for land transportation service providers, namely Eiffficiency Tour and Travel, is located in the village of Wajak Kidul, Boyolangu District, Tulungagung Regency. In reality, in the field there are still many matters related to service quality ignored by Tour and Travel Efficiency. This is evidenced by the events that occur in the fairly large list of customer complaints. In this study, it refers to the survey method carried out by collecting information from samples obtained from a place with the aim of generalizing the extent to which the population from which the sample was taken. In this final project research, the authors conducted research on transportation service providers. "Efficiency Tour and Travel" in the village of Wajak Kidul Tulungagung refers to the development of a quality service model. The research process used interviews, documentation and questionnaires, with a total of 35 respondents. This research is more effective with the results of the calculation of t count> t table: then Ho is rejected, meaning that there is a significant influence between variable X and variable Y. results 4,927. 2.021: then Ho is rejected, meaning that there is a significant influence between CV services. Eiffficiency Jaya customer satisfaction as a form of model useDalam penelitian ini dilakukan analisis pengembangan model service kualiti pada penyedia jasa transportasi darat yaitu Eifisiensi Tour and Travel yang berkedudukan di desa Wajak Kidul Kecamatan Boyolangu Kabupaten Tulungagung. Dalam kenyataannya di lapangan masih banyak hal-hal yang berkaitan dengan kualitas pelayanan diabaikan oleh Eifisiensi Tour and Travel. Hal tersebut terbukti dengan peristiwa yang terjadi pada daftar keluhan pelanggang yang cukup banyak. Dalam penelitian ini mengacu pada metode survei dilakukan dengan cara menghimpun informasi dari sampel yang diperoleh dari suatu tempat dengan tujuan untuk melakukan generalisasi sejauh populasi darimana sampel tersebut diambil. Dalam penelitian tugas akhir ini, penulis melakukan penelitian di perusahaan penyedia jasa transportasi.”Eifisiensi Tour and Travel” desa Wajak Kidul Tulungagung mengacu pada pengembangan model servis quality. Proses penelitian menggunakan wawancara, dokumentasi dan kuesioner, dengan jumlah 35 responden. Penelitian ini lebih efektif dengan hasil dari perhitungan t hitung > t table: maka Ho di tolak, artinya berarti terdapat pengaruh yang signifikan antara variabel X dengan variabel Y. hasil 4.927. 2.021: maka Ho ditolak, artinya terdapat pengaruh yang signifikan antara pelayanan CV. Eifisiensi Jaya kepuasan pelanggan sebagai bentuk penggunaan model Service Quality

scholarly journals PROFIL PENGGUNA, TUJUAN PERJALANAN, DAN FAKTOR PENDORONG PENGGUNAAN OJEK ONLINE DI YOGYAKARTA

Jurnal PenSil ◽  
2021 ◽  
Vol 10 (2) ◽  
pp. 61-67
Author(s):  
Muhammad Iqbal Habibi Kamal
Keyword(s):  
Latent Variable ◽  
Descriptive Analysis ◽  
The Other ◽  
Analysis Method ◽  
City Area ◽  
Alternative Transportation ◽  
Highly Educated ◽  
Transportation Service ◽  
Transportation Modes ◽  
Yogyakarta City

Abstract The phenomenon of the increasing number of online motorcycle-based ride-hailing (MBRH) users from year to year raises the hypothesis that this paratransit transportation service is the most common use by the Indonesian people in general. A few studies revealed that the characteristics of the ride-hailing user are younger, highly educated, and relatively higher income. Yogyakarta City Area (YCA) is a city of education that has a similar citizen characteristic, as mentioned before. This study aims to investigate the relation between socio-demography factors with the frequency of using motorcycle-based ride-hailing in YCA as alternative transportation modes used by the local citizen. This study uses a descriptive analysis method to explore the characteristic of ride-hailing user, trip destination and latent variable that affected of using motorcycle based ride-hailing. The result of this study showed that trip to airport/station is the most potential destination to use MBRH. In the other side, driver-friendly behavior is the most preferred factor for MBRH users in Yogyakarta Keywords: Motorcycle-Based Ride-Hailing, Socio Demography, Descriptive analysis

scholarly journals Stakeholders’ perceptions of service quality in hotels

2017 ◽  
Vol 8 (1) ◽  
pp. 19-36
Author(s):  
Eunice Fay Amissah
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
The Other ◽  
Quality Of Services ◽  
Anecdotal Evidence ◽  
Frontline Employees ◽  
Cross Sectional ◽  
Extra Effort ◽  
Management Staff

Ghana is said to have the distinctive peculiarity of delivering poor service and anecdotal evidence suggests that hotel customers, both domestic and international guests have in one way or the other experienced shortfalls in the quality of services offered. Guests have expressed varied needs and expectations during their stay but hotels have not responded adequately. This study explored the perceptual interface between guests and service providers. The study gathered cross-sectional data using questionnaires from 172 hotel guests, 197 frontline employees and 125 management staff. The findings of the study reveal that there were significant differences between guests and service providers’ perceptions of service quality. It is therefore recommended that managers of hotels put in extra effort to minimize the gaps between guests and frontline staff’s perceptions by training employees and treating them as internal clients so that they understand and appreciate how the hotel works in order to satisfy and motivate employees to satisfy customers.

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