MODEL PENGUKURAN SERVICE QUALITY PERFORMANCE (SERVPERF) JASA TRANSPORTASI ONLINE: STUDI KASUS PADA PERILAKU KONSUMEN GO-JEK DI KOTA SEMARANG

Rustono Rustono, Andi Setiawan, Sri Wahyuni, Rif’ah Dwi Astuti

Abstract


The current study was conducted to increase of our understanding of factors performancebased
modeling measure of service quality (SERVPERF) can improve the orientation of consumer
behavior towards.
Design / methodology / approach - An extensive review of the existing literature was used to identify 33
factors that affect to consumer behavior. The sampling technique used in this study is the accidental
sampling method in this case, namely Go-Jek consumers in Semarang City. While for the number of
research samples were 109 samples from a total of 123 samples. This research technique will use two
approaches: 1). Confirmatory factor analysis, on Structural Equation Modeling (SEM); and 2).
Regression Weight on Structural Equation Modeling (SEM).
Findings - Results from both the qualitative and quantitative phases of the current study demonstrated
that 33 factors that affect to consumer behavior can be clustered into eight basic process and 10
hypothesis were accepted. The model output in this study can provide a positive contribution to Go-Jek
drivers in an effort to be able to realize Service Quality Performance (SERVPERF).
Research limitations / implications - The sectors in which the Go-Jek consumers in Semarang City were
not completely representative of reviews their demographics and geographical region. Practical
implications - The findings suggest that, in order to increase of service quality
(SERVPERF) of Go-Jek, Then focus on mastery of special perceived of Quality the most dominant
variable that can affect the Customer Value, This is a strength study service quality (SERVPERF) of Go-
Jek, then the advice and recommendation is to maintain and emphasize the element of access, which
relate directly and indirectly to the mastery of service quality (SERVPERF).
Originality / value - This study contributes to the body of knowledge on the value of the Service Quality
Performance (SERVPERF).
Keywords: Service Quality Performance (SERVPERF), Perceived of Quality, Customer Value,


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