Analisis Kepuasan Penumpang terhadap Kualitas Layanan Bus Karyawan di Perusahaan Retail Menggunakan Metode Service Quality dan Importance-Performance Analysis
DOI:
https://doi.org/10.22441/pasti.2025.v19i2.001Keywords:
kepuasan pelanggan, bus karyawan, Servqual, IPA, transportasi berkelanjutanAbstract
Seiring pesatnya pertumbuhan urbanisasi dan kompleksitas kebutuhan transportasi, dalam menghadapi tantangan mobilitas di wilayah perkotaan, perusahaan retail mengadopsi layanan bus karyawan sebagai salah satu strategi efisiensi guna menunjang aktivitas dan meningkatkan kualitas hidup karyawan sekaligus berkontribusi dalam mengurangi dampak lingkungan. Meskipun demikian, implementasi layanan ini tidak lepas dari keterbatasan armada, fluktuasi kebutuhan transportasi, serta kendala manajemen operasional, terutama bagi perusahaan yang berlokasi jauh dari pusat kota, sehingga sering menimbulkan ketidakpuasan di kalangan penumpang. Penelitian ini bertujuan untuk mengevaluasi tingkat kepuasan penumpang bus karyawan perusahaan retail dan menganalisis faktor-faktor yang perlu diperbaiki menggunakan metode Servqual (Service Quality) dan IPA (Importance-Performance Analysis). Dari hasil penelitian ini dihasilkan bahwa terdapat kesenjangan negatif (-0,383) antara persepsi (4,168) dan harapan (4,551) penumpang secara keseluruhan. Dimensi assurance mencatatkan kinerja terbaik dengan gap terkecil (-0,285), sementara dimensi reliability memiliki gap terbesar (-0,515), mengindikasikan bahwa seluruh dimensi layanan masih berada di bawah ekspektasi penumpang. Analisis IPA menyoroti ketepatan waktu, kualitas AC, dan kenyamanan perjalanan sebagai prioritas utama perbaikan. Rekomendasi yang diberikan meliputi optimasi jadwal operasional berdasarkan pola lalu lintas, pemeliharaan berkala armada bus khususnya sistem AC, serta peningkatan fasilitas dan pelayanan bus. Usulan perbaikan ini diharapkan dapat meningkatkan kepuasan penumpang dan mendukung keberlanjutan transportasi perusahaan.
Downloads
References
Al Farisi, S. (2023). Analisis Kualitas Pelayanan dan Kepuasan Pelanggan Menggunakan Metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA) (Studi Kasus Bus Lintas USU) [Universitas Sumatera Utara]. https://repositori.usu.ac.id/handle/123456789/89135
Altes, G. C., Prasetyo, Y. T., Liao, J. H., Ayuwati, I. D., Young, M. N., & Persada, S. F. (2023). Determining Employees Preference on Employee Shuttle Bus Attributes: A Conjoint Analysis Approach. 2023 11th International Conference on Traffic and Logistic Engineering, ICTLE 2023, 113–117. https://doi.org/10.1109/ICTLE59670.2023.10508882
Azhar, H. M., & Djalal, R. A. (2018). ANALISIS PENGUKURAN TINGKAT KEPUASAN PENUMPANG PADA TRAYEK BUS YOGYAKARTA-DENPASAR MENGGUAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (Studi Kasus Pada Bus Malam PO Safari Dharma Raya). Universitas Islam Indonesia.
Kana, T. (2019). The Relationship Between Service Quality and Student Satisfaction of Campus Bus Transportation Service Users of University of Musamus Merauke. International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 19).
Kurniawati, D. A., & Singgih, M. L. (2015). INTEGRASI SERVQUAL, IPA DAN QFD SEBAGAI SARANA PENINGKATAN KUALITAS PELAYANAN UNIT PEMBIAYAAN DI BANK SYARIAH. Prosiding Seminar Nasional Manajemen Teknologi XXIII.
Narendra, M. D., Singgih, M. L., & Gunarta, I. K. (2016). METHOD INTEGRATION OF SERVQUAL, IMPORTANCE-PERFORMANCE ANALYSIS (IPA), AND PUGH TO IMPROVE THE QUALITY OF SERVICE IN BUS TRANS SARBAGITA CORRIDOR 1. Institut Teknologi Speuluh Nopember.
Parahoo, S. K., Harvey, H. L., & Radi, G. Y. A. (2014). Satisfaction of Tourist with Public Transport: An Empirical Investigation in Dubai. Journal of Travel & Tourism Marketing, 31, 1004–1017. https://doi.org/10.1080/10548408.2014.890158
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1). https://www.researchgate.net/publication/200827786
Prasetyo, D. H., Aziiza, A. A., & Sulistiyani, E. (2023). Design of Employee Bus Routes for Madiun City Government Based on Home Locations and Presence Location History. Proceedings of the 4th International Conference on Informatics, Technology and Engineering, 558–572. https://doi.org/10.2991/978-94-6463-288-0_46
Purba, A., Siswanto, N., & Rusdiansyah, A. (2020). Routing and scheduling employee transportation using tabu search. AIP Conference Proceedings, 2217, 30143. https://doi.org/10.1063/5.0000766
Yalcindag, S. (2020). EMPLOYEE SHUTTLE BUS ROUTING PROBLEM. Mugla Journal of Science and Technology, 6(1), 105–111. https://doi.org/10.22531/muglajsci.691517
Yuslistyari, E. I., & Fachrozy, M. R. (2019). Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis. Operations Excellence, 2(11).
Yusoff, Z. M., Shuib, A., Ishak, S. Z., Mokhtar, E. S., Othman, F., & Ramazan, N. A. (2023). Mobility planning for urban employee to workplace: an analysis of bus routes network and stop locations. IOP Conference Series: Earth and Environmental Science, 1151(1). https://doi.org/10.1088/1755-1315/1151/1/012003
Zhang, K., & Batterman, S. (2013). Air pollution and health risks due to vehicle traffic. Science of the Total Environment, 450–451, 307–316. https://doi.org/10.1016/j.scitotenv.2013.01.074
Downloads
Published
How to Cite
Issue
Section
License
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
