Quality of Service on GO-JEK Transportation Services in Palu City

Abstract

This study aims to determine the level of driver service and customer satisfaction of Gojek users in Palu City. The informants in this study were 7 (seven) people. The research method used is descriptive qualitative. Data collection techniques in this study using observation, interview and documentation techniques. Based on the results obtained, it can be concluded that the level of driver service and customer satisfaction seen from the element of speed and friendliness of the service is quite good, this is evidenced by the element of speed, motorbike drivers are good enough in carrying out their obligations that must comply with the regulations set by the minister of transportation, namely those written in the Minister of Transportation Regulation Number 12 of 2019 concerning the protection of the safety of motorbike users that are used for the benefit of the community and carry vehicles up to 40km / hour. Meanwhile, for the element of friendliness, the polite attitude of the drivers is good enough so that customers feel safe using motorbike taxi transportation. Meanwhile, from the element of timeliness in service, still not good because sometimes customers still have to wait a long time when they want to be picked up or delivery of goods / gofood which can take more than 15 to 20 minutes to arrive at the customer's location. And the last of the elements of comfort that the researchers found was that customers felt less satisfied and less comfortable when using attributes for customers, namely helmets that were not suitable for use and also the unavailability of raincoats for customers when the weather was raining.