ANALISIS KEPUASAN PELANGGAN TERHADAPKUALITAS LAYANAN OJEKONLINE(WAKJEK) DI KOTABATAM

This study aims to measure the level of customer satisfaction with the quality of their online service (Wakjek) inBatam city. Primary data obtained by spreading the questionnaires to consumers using Random Samplingtechniques with the total sampleas many as 100 respondents. The data were analyzed using descriptivestatistics. Consumer satisfaction against the dimensions of quality are described on the diagram of theImportance-Performance Analysis (IPA). IPA charts indicate that service dimension items scattered on the fourquadrants, namely 15 items on A quadrant which is a top priority, 7 items in quadrant B thatshould bepreserved, the next 7 items in quadrant C which is a low priority, as well as 12 items in quadrant D is an itemthat is considered less important. Research results exposed that the satisfaction of services provided by taxionline Wakjek has showed the good results it can be seen from the level of conformity that is indicated by thevariable Y i.e. satisfaction service. On the attributes of the performance of the average value of the variable Yindicates the number of attributes exist while 4.77 hopes the average value of the variable Y shows numbers3.62. This means that service satisfaction feltby customers of their online Wakjek have been able to meet theexpectations of their customers online Wakjek itself but there are still some items that must be repaired.