Improving Passengers’ Experience on Type-B Terminal in Batu, East Java, Using Importance Performance Analysis
DOI:
https://doi.org/10.52920/jttl.v6i2.475Keywords:
IPA, passenger satisfaction, type-B terminalAbstract
Measuring passenger satisfaction at bus terminals is important to ensure the services provided are in line with user expectations and to improve service quality. Many factors contribute to passenger satisfaction at the bus terminal, for example, safety and comfort, accessibility, and other supporting facilities. This research is trying to figure out the variables that need to be prioritised for improving passenger experience and satisfaction on type-B terminal in Batu. The conformity level shows a percentage of 84%, included in the upper low classification, which means that on average, the variables assessed in the service level of the Batu City Type B Terminal are still at a low satisfactory level so that a lot of evaluation and improvement is still needed in service to passengers. Finally, based on the IPA analysis that has been carried out, there are 7 variables included in quadrant I, where these 7 variables must receive primary attention in efforts to improve terminal services. These seven variables have a high importance value, but existing services are still considered inadequate by passengers, so they must receive priority in efforts to improve services.
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