| Issue |
SHS Web Conf.
Volume 149, 2022
International Conference on Social Science 2022 “Integrating Social Science Innovations on Post Pandemic Through Society 5.0” (ICSS 2022)
|
|
|---|---|---|
| Article Number | 03015 | |
| Number of page(s) | 7 | |
| Section | Social Science | |
| DOI | https://doi.org/10.1051/shsconf/202214903015 | |
| Published online | 18 November 2022 | |
Importance-Performance Analysis (IPA) on the Service Quality of Suroboyo Trans Semanggi Bus in Indonesia
1 Department of Public Administration, Faculty of Social Science and Law, Universitas Negeri Surabaya
2 Department of Public Administration, Faculty of Social Science and Law, Universitas Negeri Surabaya
3 Department of Public Administration, Faculty of Social Science and Law, Universitas Negeri Surabaya
4 Department of Public Administration, Faculty of Social Science and Law, Universitas Negeri Surabaya
* Corresponding author: galihpradana@unesa.ac.id
The goal of this study was to use the Importance-Performance Analysis (IPA) technique to assess the service quality of Suroboyo Trans Semanggi Bus, with Servqual as the research dimension. This study used a cross-sectional design to investigate the connection between the independent and dependent variables by collecting data at the same time (point time approach). We used questionnaires distributed offline and online to obtain responses from respondents. The study results indicate that two attributes must be the main concern for managers to prioritize their performance improvement. The two attributes are friendly service and ease of access. In terms of accessibility, the government and related authorities must provide comfortable and representative bus stops. Furthermore, interconnection between transportation modes that can be linked to bus services must be examined in order for bus services to be integrated with other mass transportation services.
Key words: Transportation / IPA / Service quality
© The Authors, published by EDP Sciences, 2022
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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