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APLIKASI METODE PIECES DALAM MENGANALISIS KUALITAS LAYANAN PENGGUNA TRANSPORTASI ONLINE MAXIM

STABILITA || Jurnal Ilmiah Teknik Sipil · Vol. 9 No. 1 (2021)

DOI
10.55679/jts.v9i1.16957
ISSN
2657-2273, 2338-2899
Published
2021-02-28
Publisher
Fakultas Teknik Jurusan Sipil Universitas Halu Oleo
Language
eng
License
creativecommons.org/licenses/by/4.0

Abstract

ABSTRAKPermasalahan yang timbul dari para Pengguna mengenai kualitas layanan transportasi online berbasis aplikasi Maxim dan mendapatkan beberapa komplain terkait dengan kinerja maupun harapan oleh pengguna Maxim, mulai dari komunikasi yang kurang tanggap dari pihak Maxim, maupun pelayanan yang kurang memuaskan dari pihak Maxim kepada pengguna. Untuk itu maka penelitian di lakukan dengan tujuan untuk menganalisis kualitas layanan dan mengetahui apakah ada perbedaan kepuasan pengguna Transportasi online Maxim menggunakan metode PIECES framework dan uji chi square dalam menganalisis data. Metode penelitian ini dilakukan dengan cara menyebarkan kuisioner kepada pengguna dengan teknik random sampling dengan jumlah sampel 97 responden dan tambahan data pelengkap berupa tingkat pendidikan, jenis kelamin,dan umur pengguna.Hasil penelitian dengan menggunakan metode PIECES dan seluruh variabelnya yang terdiri dari Performance, Information, Economics, Control and Security, Efficiency dan Service semua berada pada kategori Puas, artinya Aplikasi Maxim berperan baik dalam meningkatkan kualitas pelayanan sehingga memberikan rasa puas dan respon positif ke pelanggan. Dan berdasarkan hasil analisa chi square diperoleh tidak adanya perbedaan kepuasan pengguna terhadap kualitas layanan transportasi online Maxim berdasarkan jenis kelamin dan ada perbedaan kepuasan pengguna terhadap kualitas layanan transportasi online Maxim pada variabel economycs 1, dan control 5, efficiency 1, service 1 dan service 2 berdasarkan Usia. Kata Kunci: Metode Pieces, Kualitas layanan, Kepuasan penggunaABSTRACTProblems that arise from users regarding the quality of online transportation services based on the Maxim application and getting several complaints related to the performance and expectations of Maxim users, ranging from less responsive communication from Maxim, to unsatisfactory service from Maxim to users. For this reason, research was carried out with the aim of analyzing service quality and knowing whether there were differences in user satisfaction. Maxim online transportation used the PIECES framework method and the chi square test in analyzing data. This research method is carried out by distributing questionnaires to users with a random sampling technique with a sample size of 97 respondents and additional supplementary data in the form of education level, gender, and age of the user.The results of research using the PIECES method and all of its variables consisting of Performance, Information, Economics, Control and Security, Efficiency and Service are all in the Satisfied category, meaning that Maxim application plays a good role in improving service quality so as to provide a sense of satisfaction and positive response to customers. And based on the results of the chi square analysis, it is found that there is no difference in user satisfaction with the quality of Maxim online transportation services based on gender and there are differences in user satisfaction with the quality of Maxim online transportation services on the variables economycs 1, and control 5, efficiency 1, service 1 and service 2 based on Age. Keywords: Pieces method, Service quality, User satisfaction

Keywords

Collaboration network of the authors

40 authors · 199 co-authorship links · 15 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Universitas Sembilanbelas November Kolaka
  • Universitas Islam Negeri Ar-Raniry
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles
Nasrul NasrulUniversitas Halu Oleo8
La WelendoAffiliation unknown7
sulha sulhaAffiliation unknown7
Baso MursidiAffiliation unknown7
Romy TalanipaUniversitas Halu Oleo6
Try Sugiyarto SoeparyantoUniversitas Halu Oleo5
Muh Thahir AzikinAffiliation unknown4
Ranno Marlany RachmanAffiliation unknown4
RIdwansyah NuhunAffiliation unknown4
Muhammad Buttomi MasgodeUniversitas Sembilanbelas November Kolaka3
Masdiana MasdianaUniversitas Halu Oleo3
Fitriah Mas'udAffiliation unknown3
Rini SriyaniAffiliation unknown3
Ridwan Syah NuhunUniversitas Halu Oleo3
Fitriah FitriahUniversitas Islam Negeri Ar-Raniry3
La Ode Muhamad Nurrakhmad ArsyadUniversitas Halu Oleo3
Muhamad Thahir AzikinAffiliation unknown3
Arman HidayatUniversitas Sembilanbelas November Kolaka2
Primus SantosoUniversitas Halu Oleo2
Edward NgiiUniversitas Halu Oleo2
Wayan MustikaAffiliation unknown2
Anafi MinmahddunUniversitas Halu Oleo2
Muriadin MuriadinUniversitas Halu Oleo2
Tryantini Sundi PutriAffiliation unknown2
Ahmad Syarif SukriUniversitas Halu Oleo2
Adris A. PutraAffiliation unknown2
Mappa NashrunAffiliation unknown2
Al Tafakur La OdeUniversitas Sembilanbelas November Kolaka1
Muhammad Bottomi MasgodeAffiliation unknown1
Ummu KalsumUniversitas Sembilanbelas November Kolaka1
Ayu Dita DamayantiUniversitas Sembilanbelas November Kolaka1
Arya DirgantaraUniversitas Sembilanbelas November Kolaka1
La Ode DzakirUniversitas Sembilanbelas November Kolaka1
Al Tafakur LaodeUniversitas Sembilanbelas November Kolaka1
Heri SantosoUniversitas Sembilanbelas November Kolaka1
Retno PuspaningtyasUniversitas Sembilanbelas November Kolaka1
Ahmad Faqih AmsaAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/stabilita_jtsuho/oai, first harvested 31 Okt 2026, last seen 31 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">APLIKASI METODE PIECES DALAM MENGANALISIS KUALITAS LAYANAN PENGGUNA TRANSPORTASI ONLINE MAXIM</dc:title>
	<dc:creator>Amaliah, Kiky Rizky</dc:creator>
	<dc:creator>Ahmad, Siti Nurjanah</dc:creator>
	<dc:creator>Rustan, Fathur Rahman</dc:creator>
	<dc:subject xml:lang="en-US">Metode Pieces; Kualitas layanan; Kepuasan pengguna</dc:subject>
	<dc:description xml:lang="en-US">ABSTRAKPermasalahan yang timbul dari para Pengguna mengenai kualitas layanan  transportasi online berbasis aplikasi Maxim dan mendapatkan beberapa komplain terkait dengan kinerja maupun harapan oleh pengguna Maxim, mulai dari komunikasi yang kurang tanggap dari pihak Maxim, maupun pelayanan yang kurang memuaskan dari pihak Maxim kepada pengguna. Untuk itu maka penelitian di lakukan dengan tujuan untuk menganalisis kualitas layanan dan mengetahui apakah ada perbedaan kepuasan pengguna Transportasi online Maxim menggunakan metode PIECES framework dan uji chi square dalam menganalisis data. Metode penelitian ini dilakukan dengan cara menyebarkan kuisioner  kepada  pengguna dengan teknik random sampling dengan jumlah sampel 97 responden dan tambahan data pelengkap berupa tingkat pendidikan, jenis kelamin ,dan umur pengguna.Hasil penelitian dengan menggunakan metode PIECES dan seluruh variabelnya yang terdiri dari Performance, Information, Economics, Control and Security, Efficiency dan Service semua berada pada kategori Puas, artinya Aplikasi Maxim berperan baik dalam meningkatkan kualitas pelayanan sehingga memberikan rasa puas dan respon positif ke pelanggan. Dan berdasarkan hasil analisa chi square diperoleh tidak adanya perbedaan kepuasan pengguna terhadap kualitas layanan transportasi online Maxim berdasarkan jenis kelamin dan ada perbedaan kepuasan pengguna terhadap kualitas layanan transportasi online Maxim pada variabel economycs 1, dan control 5, efficiency 1, service 1 dan service 2 berdasarkan Usia. Kata Kunci : Metode Pieces, Kualitas layanan, Kepuasan penggunaABSTRACTProblems that arise from users regarding the quality of online transportation services based on the Maxim application and getting several complaints related to the performance and expectations of Maxim users, ranging from less responsive communication from Maxim, to unsatisfactory service from Maxim to users. For this reason, research was carried out with the aim of analyzing service quality and knowing whether there were differences in user satisfaction. Maxim online transportation used the PIECES framework method and the chi square test in analyzing data. This research method is carried out by distributing questionnaires to users with a random sampling technique with a sample size of 97 respondents and additional supplementary data in the form of education level, gender, and age of the user.The results of research using the PIECES method and all of its variables consisting of Performance, Information, Economics, Control and Security, Efficiency and Service are all in the Satisfied category, meaning that Maxim application plays a good role in improving service quality so as to provide a sense of satisfaction and positive response to customers. And based on the results of the chi square analysis, it is found that there is no difference in user satisfaction with the quality of Maxim online transportation services based on gender and there are differences in user satisfaction with the quality of Maxim online transportation services on the variables economycs 1, and control 5, efficiency 1, service 1 and service 2 based on Age. Keywords  : Pieces method, Service quality, User satisfaction</dc:description>
	<dc:publisher xml:lang="en-US">Fakultas Teknik Jurusan Sipil Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2021-02-28</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/stabilita_jtsuho/article/view/16957</dc:identifier>
	<dc:identifier>10.55679/jts.v9i1.16957</dc:identifier>
	<dc:source xml:lang="en-US">STABILITA || Jurnal Ilmiah Teknik Sipil; Vol 9, No 1 (2021): STABILITA || Jurnal Ilmiah Teknik Sipil; Hal. 35 – 44</dc:source>
	<dc:source>2657-2273</dc:source>
	<dc:source>2338-2899</dc:source>
	<dc:source>10.55679/jts.v9i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/stabilita_jtsuho/article/view/16957/11427</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Kiky Rizky Amaliah, Siti Nurjanah Ahmad, Fathur Rahman Rustan</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>