Atribut Kualitas Pelayanan Angkutan Publik di Kota Bandung

SERAN, Engelbertha Noviani Bria (2015) Atribut Kualitas Pelayanan Angkutan Publik di Kota Bandung. Jurnal Teknik Sipil, 11 (2). pp. 109-131. ISSN 2549-7219

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Abstract

Public transportation is an important transportation facilities in supporting the daily activities and mobility of citizens in urban areas. Analyzing the attribute of service quality according to the views of users is need to be done and is expected to help to determine the priority of attributes of service quality to be soon. The purpose of this study is to analyze the level of importance and satisfaction according to the public transportation users’ point of view to determine the attribute that affect the service quality and the priority. The data used in this study are primary data and secondary data. Analysis method used is the Importance-Satisfaction Analysis (IPA). The result of comparative analysis of the level of importance and satisfaction showed that users of all kinds of public transport are not satisfied with the quality of service attributes that are considered important. From the categories diagram according to the level of importance and satisfaction showed some attribute types of modes according to the user perception of public transportation are important but do not satisfy and need development are attributes of the vehicle cleanliness, hygiene stations / shelter, the physical condition of the vehicle, vehicle comfort, security station/shelter, and punctuality. Attributes that are included in the category needs to be maintained is vehicle security and the skill of driver. Less important are attributes of the physical condition of the station/shelter, station/shelter comfort, and ease costs. Exceeding forecasts are attributes of the access to the route information, accessibility, friendliness of staff and access to the modes.

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