Analalisis Kualitas Pelayanan Gofood Pekanbaru Dengan Menggunakan Metode E-servqual dan Importance Performance Analysis Pada Mahasiswa Universitas Islam Riau

Kastari, Ryan Ogi (2020) Analalisis Kualitas Pelayanan Gofood Pekanbaru Dengan Menggunakan Metode E-servqual dan Importance Performance Analysis Pada Mahasiswa Universitas Islam Riau. Other thesis, Universitas Islam Riau.

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Abstract

Gofood Pekanbaru uses the E-Servqual and Natural Science Method in Riau Islamic University students. The benefits of this research as planning and development materials to improve the quality of Gofood services in Pekanbaru So that the quality of Gofood services in Pekanbaru is getting better in the future. The study was conducted using the Servqual method for services engaged in the online field, namely E-servqual. This method is carried out to find out whether there is between customer expectations and perceptions. There are six main dimensions as the focus of this research, namely reliability, responsiveness, ease of use, security / privacy, aesthetics, and information. Furthermore, the research will continue by using the Importance Performance Analysis (IPA) method to see which dimensions require ease of use for improvement and improvement. The research sample used 100 respondents as research samples with a sampling technique using purposive sampling. The results showed that Overall 6 Electronic Dimensions of Gofood service quality in Pekanbaru have not met 100% customer satisfaction, there are still 4 dimensions that must be improved, namely the dimensions of Reliability, Responsivness, Aesthetics, and Information.

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