Consumer Perception Of Maxim Service In Dumai City
Keywords:
Consumers, Service Quality, Public PerceptionsAbstract
One of the important roles of the company is to provide quality service. This includes Maxim Online Transportation in Dumai City which provides services in terms of picking up passengers, goods, food and others. In its implementation, Maxim's service in Dumai City still gets a lot of complaints from consumers such as applications that are difficult to use in determining pick-up and delivery points, vehicle types that are not the same as the application, driver problems that are less communicative and other complaints. For this reason, this study seeks to describe consumer perceptions of Maxim's service quality in Dumai City. The theory used is the opinion of Parasuraman et al in Mu'ah and Masram (2014: 85) service quality can be seen through five things including: 1) Tangibility 2) Reliability, 3) Responsiveness, 4) Empathy, and 5) Assurance. Data collection techniques are observation, questionnaires and interviews. The sample used was 150 people with simple random sampling technique. Data analysis using descriptive statistics. From the results of the study, it was obtained that respondents' responses regarding public perception of Maxim's service quality in Dumai City were Good with a total score obtained of 13,444 which was in the score range 12,750 – 15,749.
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