Analisis Kualitas Pelayanan Transportasi Online Maxim di Kota Padang dengan Metode Servqual dan Model Kano

This study aims to analyze the quality of Maxim online transportation service in Padang City. This research was conducted using an operational management approach, namely through SERVQUAL analysis and KANO analysis. In this study, the sample was 100 Maxim online transportation service drivers in Padang City. The sampling technique was carried out randomly. The data collection stage was carried out using a survey method through the distribution of questionnaires. The data analysis technique used in this research is qualitative. Based on the results of the analysis that has been carried out, it was found that overall, the quality of service felt by customers in using Maxim still does not meet expectations, because there is still a gap between perception and customer expectations with a value of -0.02. The attribute that has the largest negative GAP value is that the driver is willing to lend a jacket or raincoat when consumers need it with a value of -0.55. The attribute with the second highest negative GAP value is that the driver shows sincerity in serving customer complaints with a value of -0.45 and the third highest negative attribute is that the driver is quick to respond to customer desires with a value of 0.27. Overall customer satisfaction is still not optimal, this is because there are still attributes that do not meet customer satisfaction. There are ten attributes that have met customer satisfaction and nine attributes that have not met customer satisfaction