Public Transport City Bus In Surakarta: A Servqual Inside-Out

Abstract

Urban public transport has a very important role in serving city need for transportation and provides public convenience to carry out their activities. The purpose of this research is to know and to analyze service quality of city bus public transport in Surakarta. To determine the quality of transportation service, several dimensions were used such as reliability, accessibility, comfortable, tangible, and assurance. The method used was descriptive statistics. The data were collected through a survey of 150 city bus passengers from 5 bus companies. Quality measurement of the Importance and Performance Analysis (IPA) which compares the user's perception of the interests of the user views the passenger's perception on service performance. The results from using the Cartesian Diagram are 7 attributes in quadrant A which means performance is lower than the interest / expectations of consumers and 2 attributes in quadrant B which means that the performance of services relevant to the interests / expectations of consumers. Whereas in Quadrant C there is only 1 attribute, where the interests of the service and performance are equally low, and in quadrant D there are 4 attributes, which in this quadrant mentions that high performance yet is considered less important attribute for the user. With regard to the outcome of the Cartesian Diagram, where most of the attributes are in quadrant A (attributes to improve); it is recommended for these attributes should be a top priority and should be carried out to solve in order to meet the expectations of consumers / users of public transport buses.

Keyword: urban transport, quality of service, service dimension.