Service Quality Analysis for Online Transportation Services: Case Study of GO-JEK

Abstract

This study aims to analyze the service quality of online transportation focusing on the technology aspect. The measurement developed from previous related studies includes three dimensions which are service quality, information quality, and system quality. The research approach is quantitative approach with Entropy technique for data analysis and GO-JEK as case study. The number of respondents for this study is 1,670. The analysis shows that there are 20 criteria that can be used to measure online transportation service quality. From the entropy analysis, each criterion was weighted to rank the quality of the services relatively to each other. It was found that the best three aspects for GO-JEK online transportation services are perceived cognitive, ease of use, and perceived website innovativeness. Meanwhile, the three lowest criteria are compensation, trust and perceived risk.