Improve Call Center Services

Oct 13, 2025 by thesweetdesigns.com 36 views

Application of Fuzzy Service Quality to the Satisfaction of Using Online Transportation: A Case Study of Students of USU Statistics D3 Study Program

Introduction

In today's fast-paced digital era, the demand for efficient and convenient transportation services has never been more pressing. The rise of online application-based transportation services has revolutionized the way people move around, providing practical solutions for daily mobility. However, as a service provider, online transportation companies must ensure that they maintain high-quality services to meet customer expectations. In this context, evaluating the level of user satisfaction through the right approach is crucial.

The Importance of Service Quality in Online Transportation

Service quality is a critical factor in determining customer satisfaction in online transportation services. It encompasses various aspects, including the responsiveness of call centers, the completeness of vehicle safety equipment, and the overall user experience. Online transportation companies must strive to meet customer expectations by providing high-quality services that cater to their needs. The presence of a negative gap value between expectations and perceptions indicates that the quality of services provided by online transportation companies does not meet user expectations.

Methodology and Results

This study employed the servqual method combined with Fuzzy theory to measure the gap between user's perception and expectations. The process involved several stages, including fuzzification, defuzzification, and calculation of gap values. The results showed that there is a negative gap value between expectations and perceptions, which indicates that the quality of services provided by online transportation companies does not meet user expectations.

Key Findings

One of the important findings of this study is the biggest gap item, which is "Call Center Alert if there are questions/complaints", which got a value of -0.47. This shows that respondents felt that the response to questions or complaints was not satisfactory. Thus, companies must pay more attention to this aspect to increase user satisfaction. Conversely, items with the smallest gap are "Completeness of vehicle safety equipment (helmets, raincoats, etc.)" with a value of -0.20. This finding shows that users feel more satisfied with the completeness of the vehicle's safety provided.

Analysis and Implications

From the results of the study, it is clear that although there are several aspects that are considered good by users, many areas still need improvement. Negative assessment of service quality can be a signal for companies to improve their customer service. In the world of competitive services such as online transportation, customer satisfaction is a key factor that can affect the loyalty and user's decision to continue to use the services offered.

The Application of Fuzzy Method

The application of the fuzzy method in this study shows a more accurate approach in understanding the complexity of the user's perception and expectations. By measuring the gap in more detail, companies can identify priority areas for improvement. For example, by increasing the speed and responsiveness of call center services, companies can hope to improve overall user satisfaction.

Strategic Steps to Improve Service Quality

In addition, the company must also pay attention to feedback from users to continue to innovate in improving services. Integrating the latest technology, training for customer service officers, and improving the quality of vehicles and safety equipment can be a strategic step to improve service quality.

Conclusion

Overall, this research provides valuable insight to online transportation companies in an effort to improve the quality of their services. By understanding the expectations and perceptions of users in depth, companies can take appropriate action to increase customer satisfaction and, in the end, increasing competitiveness in increasingly stringent markets.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve Call Center Services: Online transportation companies must pay more attention to improving call center services, including increasing the speed and responsiveness of call center services.
Enhance Vehicle Safety Equipment: Companies must also pay attention to improving the quality of vehicles and safety equipment to meet user expectations.
Integrate Latest Technology: Integrating the latest technology can help companies to improve their services and meet user expectations.
Train Customer Service Officers: Training customer service officers can help companies to improve their customer service and meet user expectations.

By implementing these recommendations, online transportation companies can improve their service quality and increase customer satisfaction, ultimately leading to increased competitiveness in the market.
Frequently Asked Questions (FAQs) on Application of Fuzzy Service Quality to the Satisfaction of Using Online Transportation

Q: What is Fuzzy Service Quality?

A: Fuzzy Service Quality is a method used to measure the gap between user's perception and expectations in online transportation services. It combines the servqual method with Fuzzy theory to provide a more accurate approach in understanding the complexity of user's perception and expectations.

Q: Why is Service Quality important in Online Transportation?

A: Service quality is a critical factor in determining customer satisfaction in online transportation services. It encompasses various aspects, including the responsiveness of call centers, the completeness of vehicle safety equipment, and the overall user experience. Online transportation companies must strive to meet customer expectations by providing high-quality services that cater to their needs.

Q: What are the key findings of this study?

A: The key findings of this study include:

The biggest gap item is "Call Center Alert if there are questions/complaints", which got a value of -0.47.
The smallest gap item is "Completeness of vehicle safety equipment (helmets, raincoats, etc.)" with a value of -0.20.
There is a negative gap value between expectations and perceptions, which indicates that the quality of services provided by online transportation companies does not meet user expectations.

Q: What are the implications of this study?

A: The implications of this study are that online transportation companies must pay more attention to improving call center services, enhancing vehicle safety equipment, and integrating the latest technology to meet user expectations. By doing so, companies can improve their service quality and increase customer satisfaction, ultimately leading to increased competitiveness in the market.

Q: How can online transportation companies improve their service quality?

A: Online transportation companies can improve their service quality by:

Improving call center services, including increasing the speed and responsiveness of call center services.
Enhancing vehicle safety equipment to meet user expectations.
Integrating the latest technology to improve their services.
Training customer service officers to improve their customer service.

Q: What is the significance of this study?

A: This study provides valuable insight to online transportation companies in an effort to improve the quality of their services. By understanding the expectations and perceptions of users in depth, companies can take appropriate action to increase customer satisfaction and, in the end, increasing competitiveness in increasingly stringent markets.

Q: What are the limitations of this study?

A: The limitations of this study include:

The study was conducted on a specific population of students of USU Statistics D3 Study Program.
The study only focused on online transportation services.
The study did not consider other factors that may affect service quality, such as pricing and convenience.

Q: What are the future directions of this study?

A: The future directions of this study include:

Conducting a larger-scale study to generalize the findings to other populations.
Considering other factors that may affect service quality, such as pricing and convenience.
Developing a more comprehensive model of service quality that incorporates multiple factors.

By addressing these FAQs, we hope to provide a better understanding of the application of fuzzy service quality to the satisfaction of using online transportation.