IMPROVING PASSENGERS SATISFACTION OF “TRAVEL” CORRIDOR PADANG-PESISIR SELATAN USING IMPORTANCE - SATISFACTION ANALYSIS (ISA)
DOI:
https://doi.org/10.22441/sinergi.2019.2.009Keywords:
Un-official public transport service, Passenger perception, Importance satisfaction Analysis (ISA)Abstract
This study was motivated by the case of the disappearance of legal bus services due to their loss in competition with a kind of car services called “Travel” for the corridor of Padang - Pesisir Selatan, West Sumatera, Indonesia. Travel might not legal public transport services, and therefore, in this study is also called un-official public transportation. This study aims to determine the driving attributes for passenger’s satisfaction of un-official public transportation services and to figure out the service attributes that need to be improved according to passengers’ perceptions. Data was collected using random sampling with a total sample of 160 respondents and was analyzed using the Importance Satisfaction Analysis (ISA) method. Quadrant analysis of ISA revealed that the availability of music and air conditioner on-board is not so essential but resulting a higher satisfaction to passengers. Passengers are calling for an improvement of the services by consistently implementing the law against a driver who uses a mobile phone while driving or driving inconsiderately, and improving the courtesy and friendliness of the driver.
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