Analysis of online-taxi service quality and passenger satisfaction

Abstract

The study aims are to analyze the performance of Online-taxi focusing on the minimum service standard aspect and to define the model of online-taxi service quality performance and passenger satisfaction relationship. A research approach is a quantitative approach with Importance Performance Analysis (IPA) was used to understand the user perception on the performance of online-taxi and Linear Regression Analysis was used to analyze the model of online-taxi service quality and passenger satisfaction relationship online-taxi (GRAB-CAR and GO-CAR) in Surabaya city, Indonesia. The number of respondents for this study is 200, there are 23 items of Online-taxi service quality and five service quality dimensions. Concluded from Importance Performance Analysis the result shows that driver identity that installed at the car dashboard same as a mobile app and the facility for disabled, elderly, pregnant women or baby chair are the items that need to improve. Linear regression found that tangible is the most positive and significant dimension influencing the online-taxi passenger satisfaction.