Analisis Kualitas Pelayanan Bus Kota Surabaya Berdasarkan Persepsi Pengguna Dengan Metode Importance Performance Analysis (IPA)

Authors

  • Purwo Mahardi Universitas Negeri Surabaya (UNESA)
  • Tri Sudibyo Institut Pertanian Bogor
  • Fitri Rohmah Widayanti Universitas Negeri Surabaya (UNESA)

DOI:

https://doi.org/10.26740/proteksi.v1n1.p22-29

Keywords:

importance performance analysis (IPA), pelayanan, tingkat kepuasan

Abstract

Abstrak

Penelitian ini bertujuan untuk menganalisis tingkat harapan serta tingkat kinerja pelayanan bus kota di Surabaya menurut penumpang bus kota. Berkaitan dengan upaya peningkatan kualitas pelayanan, penelitian ini juga menganalisis faktor yang harus diprioritaskan, faktor yang harus dipertahankan, faktor dengan prioritas rendah dan faktor yang berlebihan. Indikator pelayanan sebanyak 13 variabel yang dikembangkan dari dimensi SERVQUAL. Metode analisis yang digunakan adalah Importance Performance Analysis (IPA) dengan jumlah responden sebanyak 120 penumpang yang diambil dari 6 trayek yang saat ini beroperasi. Hasil analisis gap menunjukkan bahwa tidak ada satupun indikator yang memenuhi harapan penumpang. Penumpang berasumsi bahwa kualitas pelayanan bus kota di Surabaya berada pada level cukup memuaskan. Faktor ketersediaan AC (Air Conditioner) merupakan faktor yang dianggap penting oleh pelanggan tetapi pada kenyataannya faktor ini masih jauh dari harapan. Faktor inilah yang harus mendapatkan prioritas utama dari operator untuk dibenahi agar kualitas pelayanan dapat meningkat sesuai harapan penumpang.

Kata kunci: importance performance analysis (IPA), pelayanan, tingkat kepuasan.

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Published

2019-01-25

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