LEKI, Eduardus Jefri (2022) Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Penumpang Terhadap Pelayanan Transportasi Bus Ekonomi Jurusan Kupang-Atambua Menggunakan Metode Customer Satisfaction Index (CSI) Dan Importance Performance Analysis (IPA). Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.
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Abstract
Service is an important and main factor in a business in the service sector, where customers/ passengers will feel satisfied if they get good service. However, there are also some customer or passengers who are looking for other alternatives because they are not satisfied with the services they receive. In addition, supported by complete facilities that will meet the requirements and affordable prices, it will make passengers feel satisfied. The purpose of this study was to find out the reasons why people prefer to use buses compared to other transportation, and to determine the of passenger satisfaction with Kupang-Atambua bus transportation services. This study uses the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The data sources used are primary and secondary data through intermediary media and journals used to support research. Based on the data analysis, it was concluded that people prefer bus transportation, whish is a means of public transportation that is easy to acces and also has low fares. The bus passengers come from various backgrounds with different economic conditions. Then the value of the level of passenger satisfaction with the Kupang-Atambua economy bus transportation service is 74,66 %, meaning that passengers feel “satisfied” with the service performance of bus transportation.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | service, Bus Transportation, Satisfaction, Passengers, Facilities, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA). |
| Subjects: | H Social Sciences > HE Transportation and Communications T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Teknik > Program Studi Teknik Sipil |
| Depositing User: | S.T Eduardus Jefri Leki |
| Date Deposited: | 12 Sep 2022 00:48 |
| Last Modified: | 12 Sep 2022 00:48 |
| URI: | http://repository.unwira.ac.id/id/eprint/8654 |
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