• Prosiding Internasional
  • Hilman Rismanto, Wati Susilawati, Dani Adiatma, Wufron
  • Sustainable Collaboration in Business, Technology, Information and Innovation 13 th 2022


This research was made with the aim of knowing the service quality and satisfaction of the Tukang App. Tukang it has the advantage of a high rating and its already wide sales reach to various cities compared to other applications. However, behind these advantages there are still many problems and complaints related to the application Tukang from consumers. As for the average consumer complaints due to delays in delivery that do not comply with the specified estimated schedule, lack of service response from the management Tukang, the use of the application is less qualified E-Service Quality Analysis (SERVQUAL) and Importance Performance Analysis (IPA) are research methods used by App Tukang users. The method used is a non-probability sampling technique, and sampling is by using the method of determining special characteristics, especially the users of the application, and using a sample of 100 people. The results of this study indicate that the service quality of the Tukang App is good, although there are still some indicators that the service is sufficient. Dimensions included in the sufficient category are: Access, Reliability, and Assurance. Meanwhile, the dimensions included in the good category are: Ease of Navigation, Security/privacy, Responsiveness, Site aesthetics, Price knowledge, Efficiency, Flexibility and Personalization. As for satisfaction, it shows that overall there is a gap between the results of reality and consumer expectations of -15.24. From the final result of attribute mapping, there are 3 attributes. Keywords: Service Quality, SERVQUAL, Importance Performance Analysis, Tukang

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