Analysis of Taxsee Driver User Satisfaction in Jambi City Using the Servqual Method

Josefi Virgi Narada; Beni Irawan; Chandy Ophelia; Amroni

doi:10.59934/jaiea.v5i3.2296

Authors

Josefi Virgi Narada Universitas Dinamika Bangsa Jambi
Beni Irawan Universitas Dinamika Bangsa Jambi
Chandy Ophelia Universitas Dinamika Bangsa
Amroni Universitas Dinamika Bangsa Jambi

DOI:

https://doi.org/10.59934/jaiea.v5i3.2296

Keywords:

User Satisfaction, SERVQUAL, Taxsee Driver, SmartPLS, SEM

Abstract

This research analyzes driver satisfaction levels in Jambi City using the Taxsee Driver application through the Service Quality (SERVQUAL) method. The study background is user complaints regarding GPS inaccuracies and the automatic order system that affects driver performance ratings. Data were collected via online questionnaires from 385 active drivers in Jambi City and processed using Structural Equation Model with SmartPLS. Results show that three of five SERVQUAL dimensions significantly affect user satisfaction: Tangibles (T-Statistic 5.073), Responsiveness (T-Statistic 3.782), and Empathy (T-Statistic 4.026). Reliability (T-Statistic 1.735) and Assurance (T-Statistic 1.303) were not significant. The R-Square value of 0.879 indicates the model explains 87.9% of user satisfaction variation. Developers are recommended to improve navigation accuracy and responsiveness to maintain driver partner loyalty.

Downloads

Download data is not yet available.

References

A. H. Abdi and A. Komariah, "Smart Mobility: Integration of the Physical and Digital Worlds in the Online Transportation Ecosystem," J. Apl. Science. Ind. , vol. 1, no. 2, pp. 45–53, 2020.

M. M. Hoar and M. Nitsae, "The Efficiency of Online Transportation Drivers on Community Welfare," J. Compr. Sci. JCS, vol. 3, no. 4, pp. 944–950, Apr. 2024.

P. A. Yudha and T. Oktarina, "Usability Analysis of Taxsee Driver Application at Maxim Palembang City Using the USE Questionnaire Method," J. Inform. and Rek. Software, vol. 4, no. 1, pp. 30–38, 2022.

U. Mauidzoh and E. R. S, "Customer Satisfaction Analysis with Servqual Integration and Canoe Model for Service Quality Improvement," J. Engineering Ind. JRI, vol. 2, no. 1, pp. 1–7, Apr. 2020.

A. Akbar and D. Diana, "The Application of the Service Quality Method in Measuring the Service Quality of PT. Lintas JaringanNusantara," Jutisi, vol. 13, no. 2, pp. 125–134, 2024.

D. L. Trenggonowati, M. Ulfah, and A. E. Sukamto, "Analyzing Gojek service quality using Servqual-CanoeModel- QFD integration," J. Ind. Serv. , vol. 9, no. 2, pp. 187–198, 2023.

M. Ariandi and D. Marsolina, "Driver Satisfaction Analysis of Maxim Application Using EUCS," JURIKOM

J. Computational Research. , vol. 10, no. 2, p. 412, Apr. 2023.

A. I. Rayadi, "Analysis of Service Responsiveness to Handling Maxim Driver Complaints on the TaxseeDriver Application with the SERVQUAL Method," Thesis, University of Jambi, Jambi, 2023.

B. Simamora, "The Likert Scale, Usage Bias and Its Solutions," J. Manaj. , vol. 12, no. 1, pp. 84–93, Nov. 2022.

H. I. Zebua and G. A. Harefa, "Structural Equation Model (SEM) in Poverty Modeling on the Island of Sumatra," Indonesia. J. Appl. Stat. , vol. 5, no. 1, p. 48, May 2022.

L. Agusalim, "Smart PLS 4 for Smart Facilitators: Optimizing PLS-SEM Analysis in Business Research," J. Community Engagem. , vol. 6, no. 2, pp. 415–438, Jun. 2025.M. Darwin and K. Umam, "Indirect Effect Analysis on SEM: A Comparative Study of Amos and SmartPLS Software," NUCLEUS, vol. 1, no. 2, pp. 50–57, Nov. 2020.

F. Azzahrah and L. Amelia, "Analysis of the Influence of Maxim Mobile Application Service Quality on User Satisfaction with the Servqual Method," J. Teknol. Sist. Inf. , vol. 2, no. 1, pp. 59–68, Apr. 2021.

R. D. Rianda et al., "Evaluation of User Satisfaction on Taxsee Driver Application using User ExperienceQuestionnaire (UEQ)," SISTEMASI, vol. 14, no. 1, p. 323, Jan. 2025.

V. A. Zeithaml, M. J. Bitner, and D. D. Gremler, Services Marketing: Integrating Customer Focus Across the Firm, 8th ed. New York, NY, USA: McGraw-Hill Education, 2024.

J. F. Hair Jr., G. T. M. Hult, C. M. Ringle, and M. Sarstedt, A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 3rd ed. Thousand Oaks, CA, USA: Sage Publications, 2022.

K. D. Hoffman and J. E. G. Bateson, Services Marketing: Concepts, Strategies, & Cases, 6th ed. Boston, MA, USA: Cengage Learning, 2023.