ANALISIS KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN KONSUMEN DENGAN MENGGUNAKAN METODE SERVPERF-IPA-CSI
ABSTRACT: Customer satisfaction
is the most
important aspect in
order to improve
services of Jombor bus
station in Sleman-Yogyakarta. The
research aims to
find out service performance provided
in the Jombor
bus station, and
to give an
overview of vicinity condition which can be used to
improve services quality for the customer. Methods used in this research are:
Service performance (Servperf), Importance Performance Analysis (IPA), and
Customer Satisfaction Index (CSI). Servperf method with five measuring
attribute such as tangibles, responsiveness, assurance,
empathy, reability is
used to determine the
rate of service performance.
Furthermore, there are
17 questions provided
in order to
collect the data. Based
on Importance Performance
Analysis, there are
four service attributes
having high level of
interest, and low
service performance. They
are: fineness, cleanliness,
and mildness of passenger
waiting room, and
praying room, also
the bus condition,
and the safety of
bus station zone. The
result shows that
consumers feel less
satisfied with services provided by
Jombor bus station
management. It because
based on the
calculation of customer
satisfaction index, value 71% is classified as poor condition. Several advices
have been given in
order to improve
the consumer satisfaction
such as, inspection
of bus condition, renovation of
passenger waiting room, rest room, and praying room including the availability of
electric equipment such as: speaker,
microphone, CCTV, and announcement board. Moreover, in order to
reduce the air pollution, the Jombor bus station is suggested to grow some
plants in its environment.
Penulis: Annisa Azzahra
Handriati, Sunaryo, Vembri Noor Helia
Kode Jurnal: jptindustridd150371
