Intuitionistic Fuzzy AHP and WASPAS to Assess Service Quality in Online Transportation

Abstract

Indonesia is currently entering a new normal era; this requires people to adapt to the clean-living habit in accordance with health standards in order to carry out normal activities. At the same time, online transportation services have reopened for activity. The service quality provided by online ride-hailing companies (i.e., ojek) such as Gojek, Grab, and Maxim must now consider matters relating to user safety. This study proposes Multi Criteria Decision Making (MCDM) as a method for assessing the service quality of online transportation service providers and uses the Pandemic-SERVQUAL 4.0 model. Pandemi-SERVQUAL 4.0 model adds two new criteria, namely "pandemic" and "industry 4.0". The addition of two new criteria that are more relevant to the current circumstances will increase the accuracy of the research. This study aims to propose the integration of Interval Valued Intuitionistic Fuzzy Analytical Hierarchy Process (IVIF-AHP) to determine the criteria weight and Interval Valued Intuitionistic Fuzzy Weighted Aggregated Sum-Product Assessment (IVIF-WASPAS) to assess the service quality of several online transportation service providers based on the obtained criteria weights. From the results of the service quality assessment using the integration of IVIF-AHP and IVIF-WASPAS, the ranking of online transportation service providers during the new normal era were Grab-car, Go-car, and Maxim-car.