Agritama, Randy Putra (2025) Analisis Tingkat Kepuasan Penumpang Transportasi Umum Trans Jatim Rute Terminal Bunder-Terminal Bungurasih dengan Metode Importance Performance Analysis. (Analisis Tingkat Kepuasan Penumpang Transportasi Umum Trans Jatim Rute Terminal Bunder-Terminal Bungurasih Dengan Metode Importance Performance Analysis). Masters thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Humans are naturally involved in the dynamics of daily mobility to meet their life needs. Transportation, as a means of fulfilling these needs, is divided into three main categories: land, sea, and air. There is a gap between passenger expectations and actual service performance, which can reduce their level of satisfaction. This study focuses on analyzing passenger satisfaction with the public transportation service Trans Jatim on the Terminal Bunder – Terminal Bungurasih route using the Importance Performance Analysis (IPA) method. The aim is to analyze service attributes, identify gaps between cost allocation and aspects of service considered important, and provide recommendations for service improvement. The analysis results show that service attributes are grouped into four quadrants. Quadrant 1 (High Priority), including ticket affordability, supporting facilities, and driver and crew service, requires immediate improvement. Quadrant 2 (Maintain Performance), such as seat comfort and punctual arrival, should be maintained. Quadrant 3 (Low Priority), such as air conditioning performance and punctual departure, requires moderate improvement. Quadrant 4 (Excessive), such as bus cleanliness and travel safety, shows areas where resources can be reallocated to more critical aspects. The study also found a gap between cost allocation and passenger service needs, indicating the need for more effective resource management. By shifting focus to high-priority attributes, the management is expected to improve efficiency, service quality, and overall passenger satisfaction. Keywords: Importance performance analysis, passenger satisfaction bus,public transportation, service gap, trans jatim.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Importance performance analysis, passenger satisfaction bus,public transportation, service gap, trans jatim. |
| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Teknik > magister teknik sipil |
| Depositing User: | MTS Magister Teknik Sipil 2025 |
| Date Deposited: | 08 Mar 2001 16:03 |
| Last Modified: | 25 Jan 2002 16:23 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/37792 |
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