Analisa Tingkat Kepuasan Layanan TI (Studi KasusPada Aplikasi Gojek)
Cindi Wulandari, Lin Yan Syah, Leon Andretti Abdillah · Computer Science Education · 2016
IT offers many benefits and new changes in various sectors including transportation. As a company engaged in the field of IT services online motorcycle transportation, Gojek Indonesia where is highly dependent on the presence and customer loyalty. Measuring the level of customer satisfaction of 70 respondents to the model developed by the Service Quality Parasuraman, Zeithaml, and Berry consists of five dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results of the study measuring the level of customer satisfaction with IT services in applications Gojek generally show less satisfied with the level of the highest percentages in each dimension statement. This means that what the respondents (users/customers) expect from IT services Gojek application is not consistent with the fact that they feel the field.