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Abstract
Penelitian ini bertujuan untuk mengetahui perbandingan kualitas pelayanan antara Grab Food dan Maxim Food Delivery di kota Bengkulu berdasarkan faktor-faktor yang mempengaruhi dalam pelayanan pesan antar yaitu: waktu pengantaran, keluwesan pelayanan, ketepatan waktu pelayanan, layanan purna jual, manajemen pesanan, pelayanan yang tersedia, pemasaran dan komunikasi serta informasi daring. Penelitian ini menggunakan kuesioner sebagai data pelengkap. Jenis data yang digunakan adalah data primer yang diambil berdasarkan penyebaran kuesioner. Populasi dalam penelitian ini adalah konsumen yang pernah melakukan pemesanan makanan atau minuman melalui pesan antar pada layanan Grab Food dan Maxim Food Delivery di kota Bengkulu. Metode pengumpulan data menggunakan teknik non-probability sampling dengan purposive sampling sebanyak 276 responden. Analisis yang digunakan adalah analisis deskriptif dan uji One-way Anova. Hasil penelitian menunjukkan bahwa terdapat perbedaan pada semua dimensi kualitas pelayanan. Dari segi nilai rata-rata keseluruhan, layanan Grab Food lebih unggul dengan nilai 3,96 sedangkan layanan Maxim Food Delivery dengan nilai 3,90. Dari hasil penelitian ini dapat diketahui bahwa persaingan antara kedua layanan tersebut tidak jauh berbeda dan begitu kompetitif. Kedua layanan tersebut harus meningkatkan dan memperbaiki kualitas layanannya, melakukan inovasi layanan secara cepat agar dapat meraih pangsa pasar yang lebih tinggi.
Kata Kunci: Grab Food; Informasi Online; Layanan Fleksibel; Layanan Purnajual; Layanan Tersedia; Layanan Tepat Waktu; Manajemen Pesanan; Maxim Food Delivery; Pemasaran dan Komunikasi; Waktu Pengiriman
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