STUDI DESKRIPTIF KUALITAS LAYANAN TAKSI ORENZ

  • Allan Santoso Jurusan Manajemen Layanan dan Pariwisata Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: kualitas layanan, transportasi umum, taksi ORENZ

Abstract

Tujuan  dari penelitian ini adalah untuk menggambarkan kualitas layanan taksi ORENZ di Surabaya sebagai transportasi angkutan umum yang melayani penumpang secara personal dengan aman dan nyaman. Kualitas layanan yang ditawarkan oleh taksi ORENZ dapat diukur dengan menggunakan dimensi-dimensi kualitas layanan, yaitu: tangible, reliability, responsiveness, assurance, dan emphaty. Hasil penelitian ini menggambarkan bahwa kualitas layanan taksi ORENZ di Surabaya dinilai berkualitas oleh para responden. Kualitas layanan pada taksi ORENZ yang dipersepsikan berkualitas oleh pelanggan merupakan kunci penentu bagi kepuasan dan loyalitas pelanggan terhadap taksi ORENZ sehingga taksi ORENZ sampai saat ini masih eksis dan terus berkembang dalam dunia bisnis layanan transportasi umum jenis taksi.

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References

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Published
2014-09-01
Issue
Vol. 3 No. 2 (2015): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Maret)
Section
Bidang Manajemen (M)

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