Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

Eka Indah Yulistyari, Chotibul Umam, M. Reiza Fachrozy


PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.


IPA; customer satisfaction; service quality; SERVQUAL

Full Text:




  • There are currently no refbacks.

Copyright (c) 2019 Operations Excellence: Journal of Applied Industrial Engineering

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Journal ISSN:

Portal ISSNPrint ISSN: 2085-4293
Online ISSN: 2654-5799

Tim Editorial Office
Operations Excellence: Journal of Applied Industrial Engineering

Magister Teknik Industri Universitas Mercu Buana
Jl. Raya Meruya Selatan No. 1 Kembangan Jakarta Barat
Email: [[email protected]]
Journal DOI: 10.22441/oe

The Journal is Indexed and Journal List Title by: