Analysis of User Satisfaction Level Online Taxibike in the East Surabaya Area

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Analysis of User Satisfaction Level Online Taxibike in the East Surabaya Area

Muhammad Kurniawan, Atik Wahyuni, Farida Hardaningrum Faculty of Engineering, Civil Engineering Study Program

Narotama University Surabaya

[email protected] , [email protected] [email protected]

Abstract

Population density in Surabaya raises many problems, one of which is traffic jam, online motorcycle taxi is one of the programs of private companies that provide transportation services for online motorcycle taxi users, the level of population density will have an influence on the ability of transportation in Surabaya. quality, online motorcycle taxi service with population density in the city of Surabaya.

The total number of samples in this study were 316 respondents. To take a sample of the level of performance and importance is done by distributing questionnaires online to online motorcycle taxi users in the city of East Surabaya. Questionnaires given to users are performance questionnaires and importance questionnaires, on a scale of 1 (Not Good), 2 (Poor), 3 (Good enough), 4 (Good) and 5 (Very Good). Based on the results of research with the Importance Performance Analysis (IPA) method, it can be seen the average value of the performance level of 3.35 and the average value of the importance level of 3.66. As many as 2 indicators entered quadrant 1, as many as 10 indicators entered quadrant II, as many as 7 indicators entered quadrant III, and as many as 2 indicators entered quadrant IV.

Keywords :

Customer Satisfaction, Importance Performance Analysis (IPA), Online Takibike font

1. Introduction

Developments in technology play a role in the development of transportation. Nowadays people increasingly use technology in their daily lives. With this influence, the pattern of community transportation activities has changed. Modern society uses their gadgets to help their travel activities. For example, by making an online booking for transportation based on the application. This event has become a common thing to do especially in big cities (Andresta Nanda, 2018).

Surabaya is one of the metropolitan cities in Indonesia, with its government system and economic activities, of course transportation becomes an important component to support the activities of its people.

Various modes of transportation are provided, ranging from buses, taxis, bemos, to trains. It is known that the population of the city of Surabaya is increasing so congestion in Surabaya is inevitable because one of the causes is the existence of public transportation which is still not optimal in serving the movement of passengers.

This makes the passengers begin to look ojek transportation services to meet their travel needs. One of them is an online motorcycle taxi which is currently rampant in the city of Surabaya (Wardani, 2017).

2. Literature review

Transportation is the transfer of people or goods from one place to another within a certain time by using a vehicle that is driven by humans, animals, or machines.

The definition of transportation according to some experts is as follows:

1. According to (Abbas, 2000) Transportation is the activity of moving goods (cargo) and passengers from one place to another. In transportation there are two most important elements, namely the movement / movement (movement) and physically change the place of goods (commodity) and passengers to other places.

2. According to (Miro. F, 2005) Transportation can be interpreted as an effort to move, move, transport, or divert an object from one place to another, where in other places this object is more useful or can be useful for certain purposes.

3. According to (Morlok, 1978) transportation is defined as the activity of moving or transporting something from one place to another.

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3. Research Methodology

This research was conducted by distributing questionnaires online to people in East Surabaya, especially in the Mulyorejo area. Then the data obtained were analyzed and tested for validation and reliability.

4. Discussion

4.1. Research Result Data

In this study, the validity was measured using the content validity test. The data validity can be seen in table 1 below:

a. Validity test

Validity is the accuracy and accuracy of a measuring instrument in carrying out its function. The validity of a measuring instrument depends on whether the measuring instrument is able to achieve the desired measurement objectives accurately. Question items can be said to be valid and accepted if r count> r table (with n equal to 316 respondents, the value of r table = 0.160) and the sig value <α (0.05). In this study, testing was carried out using the SPSS 20 program with the following results:

Table 1. Test Results of Service Satisfaction Questionnaire Validity

Question r count Sig Information

Question 1 0.775 0,000 Valid

Question 17 .804 0,000 Valid

Source: Survey Results

Based on Table 1, for the validity test it can be explained that all question items have a correlation coefficient (r arithmetic)> 0.113 and a sig value <α (0.05) so that it can be stated that all the question items above are valid

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Table 2. Test Results Validity of Interest Questionnaire on Attributes

Question r count Sig Information

Based on Table 2, for the validity test it can be explained that all question items have a correlation coefficient (r arithmetic)> 0.113 and a sig value <α (0.05) so that it can be stated that all the question items above are valid.

b. Reliability

The reliabitas of the measuring instrument indicates the degree of affinity or consistentness of the measuring instrument in question, when set several times on different occasions. The reliability of the measuring instrument that can be seen from the reliability coefficient is an indicator of consistency or a measuring instrument, which contains the meaning of the meter's scrutiny. To test the reliability of measuring instruments can be done using Alpha Chornbach technique, where the maximum coefficient of reliability limit is 0.6. The results of the reliability test against all variables are shown in the table below:

Table 3. Reliability Test Results

Questionnaire Alpha coefficient Information

Satisfaction 0.755 Reliable

The importance 0.756 Reliable

From the table in 3, Cronbach's Alpha coefficient is obtained for the Performance questionnaire obtained by 0.755 while for the Interest questionnaire obtained by 0.756. Both of these questionnaires have a Cronbach alpha value greater than 0.6. So it can be concluded that the indicators used to measure these variables are reliable or reliable.

4.2. Discussion of Research Results 4.2.1. Characteristics of Respondents

Number of Respondents by Sex Gender data of respondents from the survey results through questionnaires showed that male respondents were 154 people and female respondents were 162 people. The complete data can be seen in the following table:

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Table 4. Respondent Data Based on Gender

No Gender Number of respondents

1 Men 154

2 Woman 162

3 Total 316

Source: Survey Results 4.2.2. Number of Respondents Based on Age of Respondents

The age data of respondents from the survey results through questionnaires showed that respondents aged 14 years to 50 years, with the most respondents being the age group of 20 years to 30 years as many as 180 respondents. The complete data can be seen in the following table:

Table 5. Data of Respondents by Age

No Age group amount

1 <20 101

2 20-30 180

3 31-40 24

4 41-50 11

5 Total 316

Source: Survey Results 4.2.3. Number of Respondents Based on Respondents' Work

Respondent's occupational data from the survey results through questionnaires showed that respondents work students / students to odd jobs, with the most respondents being self-employed as many as 163 respondents. The complete data can be seen in the following table:

Table 6. Respondent Data Based on Employment

No Profession amount

1 Student / Student 113

2 Entrepreneur 163

3 Entrepreneur 22

4 Housewife 6

5 Odd jobs 12

Total 316

Source: Survey Results 4.3. Importance Performance Analysis

Looking for Total Score in determining the total score that is by adding up the total number of respondents they provide to a service multiplied by the value that the respondent has given. The formula used in determining the total score is as follows:

Total score indicators = (1 x n1) + (2 x n2) + (3 x n3) + (4 x n4) + (5 x n5) Where:

n1 = number of respondents who chose number 1 n2 = number of respondents who chose number 2 n3 = number of respondents who chose number 3 n4 = number of respondents who chose number 4 n5 = number of respondents who chose number 5

The calculation of the performance level score can be seen in Table 7 and Table 8 as follows:

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Table 7. Performance Level Score

No Question

The performance

1 2 3 4 5 Total

Respondents

Total Score

1 Driver ability in response 9 15 102 145 49 316 1170

2 Driver on time to

destination 6 18 110 144 38 316 1138

3

The motorbike does not strike when delivering

passengers

4 13 112 145 42 316 1156

4 Drivers serve according to

SOP 8 12 104 151 41 316 1153

5 The online motorcycle taxi

application is easy to use 6 21 126 105 53 316 1111

6

Online motorcycle taxi is an alternative when traffic

jams occur

6 15 123 139 33 316 1126

7 24-hour online motorcycle

taxi service 12 13 125 127 39 316 1116

8 Drivers give a positive

impression 4 21 126 132 33 316 1117

9 Drivers deliver quickly to

the destination 10 16 131 137 22 316 1093

10

Drivers give a quick response in overcoming

traffic jams

7 19 128 132 30 316 1107

11 Drivers answer questions

very well 12 13 128 131 32 316 1106

12 Drivers drive carefully 6 15 117 134 44 316 1143

13 Drivers understand and

obey traffic signs 6 20 112 137 41 316 1135

14 Drivers speak politely 13 10 116 142 35 316 1124

15 Ease of ordering online 6 15 124 148 23 316 1115

16 Ease of passing via

telephone 5 15 115 143 38 316 1142

17 Drivers provide helmets for

passengers 13 15 119 140 29 316 1105

18 Drivers provide raincoats 3 14 117 137 45 316 1155

19

Completeness of the motor in accordance with the

standard

9 30 113 136 28 316 1092

20 Drivers always look clean,

neat, fragrant and fragrant 7 15 111 149 34 316 1136

21

Drivers always use motorcycle taxi uniforms

online

7 24 131 124 30 316 1094

22

traffic jams

5 13 124 140 34 316 1133

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Table 8. Importance Score

No Question

The performance

1 2 3 4 5 Total

Respondents

Total Score

1 Driver ability in response 8 7 105 150 46 316 1167

2 Driver on time to

destination 4 12 122 132 46 316 1152

3

The motorbike does not strike when delivering

passengers

3 11 106 145 51 316 1178

4 Drivers serve according to

SOP 4 20 114 127 51 316 1149

application is easy to use 11 21 126 105 53 316 1116

6

Online motorcycle taxi is an alternative when traffic

jams occur

8 14 131 126 36 316 1113

7 24-hour online motorcycle

taxi service 2 14 125 124 51 316 1156

8 Drivers give a positive

impression 2 21 124 129 40 316 1132

9 Drivers deliver quickly to

the destination 6 16 134 124 36 316 1116

10

traffic jams

8 19 136 118 35 316 1101

11 Drivers answer questions

very well 5 19 127 129 36 316 1120

12 Drivers drive carefully 8 12 116 127 53 316 1153

13 Drivers understand and

obey traffic signs 4 14 117 131 50 316 1157

14 Drivers speak politely 2 15 124 130 45 316 1149

15 Ease of ordering online 5 10 125 136 40 316 1144

16 Ease of passing via

telephone 6 17 115 135 43 316 1140

passengers 6 17 128 124 41 316 1125

18 Drivers provide raincoats 5 13 125 120 53 316 1151

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Completeness of the motor in accordance with the

standard

4 25 119 126 42 316 1125

20 Drivers always look clean,

neat, fragrant and fragrant 5 13 135 131 40 316 1160

21

Drivers always use motorcycle taxi uniforms

online

6 21 149 136 4 316 1059

22

traffic jams

5 29 113 136 33 316 1311

Source: Survey Results 4.4. Quadrant Analysis

Quadrant analysis with SPSS is useful to find out the performance of the attributes in this study, the initial step of quadrant analysis is to look for scores of importance and performance levels, the formula to find scores of importance and performance levels is as follows:

𝑋̅ =^xi

n... ... (1) 𝑌̅ =^yi

n... ... (2) Where:

X = Score the performance level attribute to I

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17 Xi = i-th attribute performance score

Y = Score level of importance of the i-attribute Yi = i-attribute importance score

IPA quadrant table calculations can be seen in Table 9.

Table 9. IPA Quadrant Calculation

No Question Performance

score

Level of performance

Interest score

Level of importance

1 Driver ability in response 1170 3.65 1167 3.71

2 Driver on time to destination 1138 3.61 1152 3.64

3 The motorbike does not strike when

delivering passengers 1156 3.66 1178 3.73

4 Drivers serve according to SOP 1153 3.64 1149 3.64

application is easy to use 1111 3.64 1116 3.66

6 Online motorcycle taxi is an

alternative when traffic jams occur 1126 3.57 1113 3.55

7 24-hour online motorcycle taxi

service 1116 3.56 1156 3.65

8 Drivers give a positive impression 1117 3.55 1132 3.58

9 Drivers deliver quickly to the

destination 1093 3.49 1116 3.54

10 Drivers give a quick response in

overcoming traffic jams 1107 3.51 1101 3.50

11 Drivers answer questions very well 1106 3.50 1120 3.55

12 Drivers drive carefully 1143 3.63 1153 3.64

13 Drivers understand and obey traffic

signs 1135 3.62 1157 3.66

14 Drivers speak politely 1124 3.57 1149 3.62

15 Ease of ordering online 1115 3.58 1144 3.61

16 Ease of passing via telephone 1142 3.62 1140 3.60

passengers 1105 3.50 1125 3.55

18 Drivers provide raincoats 1155 3.67 1151 3.65

19 Completeness of the motor in

accordance with the standard 1092 3.48 1125 3.58

20 Drivers always look clean, neat,

fragrant and fragrant 1136 3.60 1160 3.62

21 Drivers always use motorcycle taxi

uniforms online 1094 3.45 1059 3.48

22 Drivers give a quick response in

overcoming traffic jams 1133 3.60 1311 3.62

Total 24767 3.57 25174 3.61

Source: Calculation Results 4.5. Cartesian diagram

After inputting the average importance and performance values from table 9 into the SPSS application, then proceed to process the Cartesian diagram. Starting by choosing scatter / dot with its simple scatter, proceed to choose Y as Importance and X as Performance and number as the label cases. This number is useful to clarify the service attributes in a Cartesian diagram. The average value of performance level (X = 3.57) and level of importance (Y = 3.61) determine the location of the line to divide the Cartesian diagram into four quadrants.

Cartesian diagram results can be seen in Figure 1 as follows:

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Figure 1. Cartesian diagram

Summary of IPA quadrants can be seen in Table 10 as follows: Table 10. Summary of Science Quadrants Table 10. Summary of Science Quadrants

Quadrant 1 (top priority)

Online motorcycle taxi is an alternative when traffic jams occur Ease of passing via telephone

Quadrant 2 (maintain)

Driver ability in response Driver on time to destination

The motorbike does not strike when delivering passengers Drivers serve according to SOP

The online motorcycle taxi application is easy to use Drivers drive carefully

Drivers understand and obey traffic signs Drivers provide raincoats

Drivers always look clean, neat, fragrant and fragrant Drivers give a quick response in overcoming traffic jams

Quadrant 3 (low priority)

Drivers give a positive impression Drivers deliver quickly to the destination Drivers give a quick response in overcoming traffic jams

Drivers answer questions very well Drivers provide helmets for passengers

Completeness of the motor in accordance with the standard Drivers always use motorcycle taxi uniforms online Quadrant 4 (excessive) 24-hour online motorcycle taxi service

Drivers speak politely Source: Calculation Results

Based on the Cartesian diagram quadrant summary in table 10, the table consists of four quadrants which each explain different circumstances. In quadrant I there are two types of indicators that are considered important by online motorcycle taxi users, but the level of performance is still not as expected.

In quadrant II there are ten types of services that are considered important by users and are appropriate so that the level of satisfaction is relatively higher. These ten types of service must be maintained or even improved.

In quadrant III there are seven types of indicators that are considered less important by the user and the Indicator's performance is not good. So the improvement of indicators included in this quadrant needs to be considered even though it is not considered important by the user.

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In quadrant IV there are two indicators that are considered less important for users, but have good performance, so they are considered excessive. Efficiency must be done on this indicator, to save costs.

5. Conclusions

The conclusions of the study are as follows:

1) Online motorcycle taxi is one mode of transportation that is of interest to all groups, as evidenced by respondents who come from a variety of ages, education and occupations.

2) From this study, it can be seen that the average value of performance according to passengers is 3,357, while the average value of interests according to stakeholders is 3,661.

3) Some aspects of online motorcycle taxi are important for users, but the performance has not met the expectations of users, namely motorcycle taxi online is an alternative when there is traffic jams and convenience via telephone.

4) Some aspects of online motorcycle taxi have a good performance and are considered important, including: The ability of drivers in response, drivers on time to their destination, the motor does not strike when delivering passengers, drivers serve according to SOP, online motorcycle taxi application is easy to use, drivers drive carefully, drivers understand and obey traffic signs, drivers provide raincoats , Drivers always look clean, neat, fragrant and fragrant, drivers provide quick response to overcome congestion.

5) Some aspects of online motorcycle taxis have poor performance and are not too important for consumers, namely: Drivers give a positive impression, drivers deliver quickly to the destination, Drivers give a quick response in overcoming traffic jams, Drivers answer questions well, Drivers provide helmets for passengers, Completion of motorbikes according to standards, Drivers always use motorcycle taxi uniforms online.

6) Some aspects of online motorcycle taxi performance are good, but not very important, namely: 24- hour online motorcycle taxi service, Drivers speak politely.

References

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