Decision Support System to assess customer satisfaction using Analytical Hierarchy Process
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Published:
Dec 30, 2023
Keywords:
AHP, Customer, Grab/Gojek, Sarvice , Transportation
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Abstract
Transportation is an important aspect of mobility or global movement and activities. As public transportation that can be accessed online by the public, Gojek and Grab types of transportation provide transportation services and are growing rapidly. At the time of Covid 19 around 2020, online transportation was very important and much sought after. More and more online transportation companies are appearing, especially in Tegal City, so that there are more service offerings that consumers can use. User or consumer satisfaction measurements were carried out using Fuzzy Logic Method Analytical Hierarchy Process (AHP) on 200 consumers who used Gojek or Grab or other online transportation for 3 to 4 months in 2022 in Tegal City. The results obtained by customers or consumers were satisfied with Gojek transportation at 45%, with male consumers at 67%, and Grab at 37%, with male consumers at 65%, followed by other online transportation (X and Y). These results can be used as an option for consumers who expect the best service.
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How to Cite
Andriani, W., Gunawan, G., & Anandianskha, S. . (2023). Decision Support System to assess customer satisfaction using Analytical Hierarchy Process. Journal of Intelligent Decision Support System (IDSS), 6(4), 201-208. https://doi.org/10.35335/idss.v6i4.163
References
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Sianipar, V. V., Wanto, A., & Safii, M. (2020). Decision Support System for Determination of Village Fund Allocation Using AHP Method. The IJICS (International Journal of Informatics and Computer Science), 4(1), 20. https://doi.org/10.30865/ijics.v4i1.2101
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Ustaoglu, E., Sisman, S., & Aydınoglu, A. C. (2021). Determining agricultural suitable land in peri-urban geography using GIS and Multi Criteria Decision Analysis (MCDA) techniques. Ecological Modelling, 455(May), 109610. https://doi.org/10.1016/j.ecolmodel.2021.109610
Voccia, S. A., Campbell, A. M., & Thomas, B. W. (2019). The same-day delivery problem for online purchases. Transportation Science, 53(1), 167–184. https://doi.org/10.1287/trsc.2016.0732
Yannis, G., Kopsacheili, A., Dragomanovits, A., & Petraki, V. (2020). State-of-the-art review on multi-criteria decision-making in the transport sector. Journal of Traffic and Transportation Engineering (English Edition), 7(4), 413–431. https://doi.org/10.1016/j.jtte.2020.05.005
Yudhiantoro, D., & Karyono. (2020). The Effect of Information System Quality, Price, Promotion, and Service Quality on User Satisfaction of Online Ojek Transportation Services The Covid 19 Virus Era in Yogyakarta (Survey on Online Ojek Transportation Service User in Yogyakarta). Proceeding on Economic and Business Series (EBS), 1(1), 172–179.
Anggraeni, F. N. (2021). Analysis of User Satisfaction of Public Transportation Ojek Online (Gojek) Through Service Instruments. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 1(2), 77–86. https://doi.org/10.37481/jmeb.v1i2.221
Badi, I., Shetwan, A., Abdulshahed, A., & Eltayeb, W. (2019). Evaluation of solid waste treatment methods in libya by using the analytic hierarchy process. Decision Making: Applications in Management and Engineering, 2(2), 19–35. https://doi.org/10.31181/dmame1902038b
Duleba, S. (2019). An AHP-ISM approach for considering public preferences in a public transport development decision. Transport, 34(6), 662–671. https://doi.org/10.3846/transport.2019.9080
Duleba, S., Kutlu Gündoğdu, F., & Moslem, S. (2021). Interval-Valued Spherical Fuzzy Analytic Hierarchy Process Method to Evaluate Public Transportation Development. Informatica, 32(4), 661–686. https://doi.org/10.15388/21-infor451
Fauzi, A. A. (2018). Electronic Service Quality on Mobile Application of Online Transportation Services. Jurnal Manajemen Indonesia, 18(1), 13–27. https://doi.org/10.25124/jmi.v18i1.1256
Gkiotsalitis, K., & Cats, O. (2021). Public transport planning adaption under the COVID-19 pandemic crisis: literature review of research needs and directions. Transport Reviews, 41(3), 374–392. https://doi.org/10.1080/01441647.2020.1857886
Gray, R. S. (2020). Canadian J Agri Economics - 2020 - Gray - Agriculture transportation and the COVID‐19 crisis. In Canadian Journal of Agricultural Economics (Vol. 68, Nomor 2, hal. 239–243).
Habibi, C., Yasyfa, I., & Budiman, B. (2023). Comparison Analysis of Saw and Smart Methods Decision Support Systems in Selections Online Transportation in City Communities Bandung. International Journal of Global Operations Research, 4(3), 140–145. https://doi.org/10.47194/ijgor.v4i3.246
Hamzah, M. L., Purwati, A. A., Jamal, A., Sutoyo, & Rizki, M. (2021). An analysis of customer satisfaction and loyalty of online transportation system in Pekanbaru, Indonesia. IOP Conference Series: Earth and Environmental Science, 704(1). https://doi.org/10.1088/1755-1315/704/1/012029
Hoseini, S. A., Naami, A., & Rousta, A. (2021). International Journal of Research in Industrial Engineering Identifying and Ranking the Factors Affecting the Transportation of Products from a Marketing Perspective Using the Fuzzy Analytic Hierarchy Process Approach. 10(3), 187–205.
Kimchi, E. T., Nikfarjam, M., Gusani, N. J., Avella, D. M., & Staveley-O’Carroll, K. F. (2009). Combined pancreaticoduodenectomy and extended right hemicolectomy: Outcomes and indications. Hpb, 11(7), 559–564. https://doi.org/10.1111/j.1477-2574.2009.00087.x
Krauss, K., Krail, M., & Axhausen, K. W. (2022). What drives the utility of shared transport services for urban travellers? A stated preference survey in German cities. Travel Behaviour and Society, 26(September 2021), 206–220. https://doi.org/10.1016/j.tbs.2021.09.010
Kurniawati, D., Lenti, F. N., & Nugroho, R. W. (2021). Implementation of AHP and SAW Methods for Optimization of Decision Recommendations. Journal of International Conference Proceedings, 4(1), 254–265. https://doi.org/10.32535/jicp.v4i1.1152
Nasution, A. A., Erwin, K., & Bartuska, L. (2020). Determinant Study of Conventional Transportation and Online Transportation. Transportation Research Procedia, 44(2019), 276–282. https://doi.org/10.1016/j.trpro.2020.02.042
Pant, S., Kumar, A., Ram, M., Klochkov, Y., & Sharma, H. K. (2022). Consistency Indices in Analytic Hierarchy Process: A Review. Mathematics, 10(8), 1–15. https://doi.org/10.3390/math10081206
Rachmat Suryadithia, Muhammad Faisal, Arman Syah Putra, & Nurul Aisyah. (2021). Technological developments in the Intelligent Transportation System (ITS). International Journal of Science, Technology & Management, 2(3), 837–843. https://doi.org/10.46729/ijstm.v2i3.215
Sardjono, W., & Retnowardhani, A. (2019). Analysis of Quality Factors GO-JEK Mobile Application to Increase Company Competitive Advantage. Proceedings of 2019 International Conference on Information Management and Technology, ICIMTech 2019, 1(August), 146–149. https://doi.org/10.1109/ICIMTech.2019.8843730
Saripudin, S. (2021). Selection of the Best Ride-Hailing By Using Analytic Hierarchy Process. International Journal of Economics, Business and Accounting Research (IJEBAR), 5(1), 160–169. https://doi.org/10.29040/ijebar.v5i1.2194
Sarjono, H. (2023). Application of The Fuzzy Analytical Hierarchy Process Method on Soil Drilling Projects. 2462–2468. https://doi.org/10.46254/an12.20220438
Shen, Y., Zhang, H., & Zhao, J. (2018). Integrating shared autonomous vehicle in public transportation system: A supply-side simulation of the first-mile service in Singapore. Transportation Research Part A: Policy and Practice, 113(April), 125–136. https://doi.org/10.1016/j.tra.2018.04.004
Sianipar, V. V., Wanto, A., & Safii, M. (2020). Decision Support System for Determination of Village Fund Allocation Using AHP Method. The IJICS (International Journal of Informatics and Computer Science), 4(1), 20. https://doi.org/10.30865/ijics.v4i1.2101
Solecka, K., & Kiciński, M. (2022). A Multi-Criteria Evaluation of Applications Supporting Public Transport Users. Energies, 15(10). https://doi.org/10.3390/en15103493
Ustaoglu, E., Sisman, S., & Aydınoglu, A. C. (2021). Determining agricultural suitable land in peri-urban geography using GIS and Multi Criteria Decision Analysis (MCDA) techniques. Ecological Modelling, 455(May), 109610. https://doi.org/10.1016/j.ecolmodel.2021.109610
Voccia, S. A., Campbell, A. M., & Thomas, B. W. (2019). The same-day delivery problem for online purchases. Transportation Science, 53(1), 167–184. https://doi.org/10.1287/trsc.2016.0732
Yannis, G., Kopsacheili, A., Dragomanovits, A., & Petraki, V. (2020). State-of-the-art review on multi-criteria decision-making in the transport sector. Journal of Traffic and Transportation Engineering (English Edition), 7(4), 413–431. https://doi.org/10.1016/j.jtte.2020.05.005
Yudhiantoro, D., & Karyono. (2020). The Effect of Information System Quality, Price, Promotion, and Service Quality on User Satisfaction of Online Ojek Transportation Services The Covid 19 Virus Era in Yogyakarta (Survey on Online Ojek Transportation Service User in Yogyakarta). Proceeding on Economic and Business Series (EBS), 1(1), 172–179.
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