ANALISIS KUALITAS PELAYANAN APLIKASI TAXSEE DRIVER MAXIM MENGGUNAKAN METODE SERVQUAL

Putra, Arya Anugrah (2025) ANALISIS KUALITAS PELAYANAN APLIKASI TAXSEE DRIVER MAXIM MENGGUNAKAN METODE SERVQUAL. S1 thesis, Universitas Jambi.

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Abstract

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan aplikasi Taxsee Driver Maxim dengan pendekatan metode SERVQUAL, yang menilai kualitas layanan dari lima dimensi utama, yaitu tangible (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), dan empathy (empati). Penelitian dilakukan di Kota Jambi dengan menggunakan pendekatan kuantitatif deskriptif. Data primer diperoleh melalui penyebaran kuesioner kepada 120 driver Maxim aktif, dan dianalisis menggunakan perangkat lunak SPSS versi 25 dengan pendekatan Structural Equation Modeling (SEM). Hasil analisis menunjukkan bahwa secara parsial, dua dimensi yaitu responsiveness dan empathy berpengaruh positif dan signifikan terhadap kepuasan pengguna. Sementara itu, dimensi tangible, reliability, dan assurance tidak menunjukkan pengaruh signifikan secara statistik. Namun demikian, secara simultan, kelima dimensi SERVQUAL tersebut berpengaruh signifikan secara bersama-sama terhadap kepuasan pengguna aplikasi. Temuan ini menunjukkan bahwa aspek daya tanggap dan kepedulian perusahaan terhadap kebutuhan individual pengguna menjadi faktor dominan dalam membentuk kepuasan pengguna aplikasi Taxsee Driver Maxim. Penelitian ini memberikan kontribusi praktis bagi pengembang aplikasi transportasi daring, khususnya Maxim, untuk lebih memperhatikan aspek layanan yang bersifat personal dan cepat tanggap dalam merespons kebutuhan driver. Selain itu, hasil penelitian ini juga dapat menjadi referensi akademik dalam penerapan metode SERVQUAL dalam mengukur kualitas pelayanan berbasis aplikasi. Penelitian lanjutan disarankan untuk memperluas cakupan responden, melibatkan wilayah geografis lain, serta mempertimbangkan variabel tambahan guna memperoleh pemahaman yang lebih menyeluruh terkait kepuasan pengguna dalam layanan transportasi online. This study aims to analyze the service quality of the Taxsee Driver Maxim application using the SERVQUAL method, which assesses service quality based on five main dimensions: tangible, reliability, responsiveness, assurance, and empathy. The research was conducted in Jambi City using a descriptive quantitative approach. Primary data were obtained through questionnaires distributed to 120 active Maxim drivers and analyzed using SPSS version 25 software with the Structural Equation Modeling (SEM) approach. The analysis results show that, partially, two dimensions—responsiveness and empathy—have a positive and significant effect on user satisfaction. Meanwhile, the dimensions of tangible, reliability, and assurance do not show a statistically significant influence. However, simultaneously, all five SERVQUAL dimensions have a significant combined effect on user satisfaction with the application. These findings indicate that responsiveness and the company’s attention to individual user needs are dominant factors in shaping user satisfaction with the Taxsee Driver Maxim application. This study provides practical contributions for developers of online transportation applications, particularly Maxim, to pay greater attention to personalized and responsive service aspects when addressing driver needs. In addition, the findings can serve as an academic reference for applying the SERVQUAL method to measure application-based service quality. Future research is recommended to expand the respondent coverage, include other geographical regions, and consider additional variables to gain a more comprehensive understanding of user satisfaction in online transportation services.

Type: Thesis (S1)
Uncontrolled Keywords: Analisis, Taxsee Driver, Servqual, SEM, SPSS
Subjects: L Education > L Education (General)
Divisions: Fakultas Sains dan Teknologi > Sistem Informasi
Depositing User: PUTRA
Date Deposited: 16 Jul 2025 04:16
Last Modified: 16 Jul 2025 04:16
URI: https://repository.unja.ac.id/id/eprint/84473

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