Service Quality Analysis for Online Transportation Services: Case Study of GO-JEK

Shilvia L.Br Silalahi, Putu W. Handayani, Qorib Munajat

Research output: Contribution to journalConference articlepeer-review

40 Citations (Scopus)


This study aims to analyze the service quality of online transportation focusing on the technology aspect. The measurement developed from previous related studies includes three dimensions which are service quality, information quality, and system quality. The research approach is quantitative approach with Entropy technique for data analysis and GO-JEK as case study. The number of respondents for this study is 1,670. The analysis shows that there are 20 criteria that can be used to measure online transportation service quality. From the entropy analysis, each criterion was weighted to rank the quality of the services relatively to each other. It was found that the best three aspects for GO-JEK online transportation services are perceived cognitive, ease of use, and perceived website innovativeness. Meanwhile, the three lowest criteria are compensation, trust and perceived risk.

Original languageEnglish
Pages (from-to)487-495
Number of pages9
JournalProcedia Computer Science
Publication statusPublished - 2017
Event4th Information Systems International Conference 2017, ISICO 2017 - Bali, Indonesia
Duration: 6 Nov 20178 Nov 2017


  • Entropy Technique
  • Mobile Commerce
  • Online Transportation
  • Service Quality


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