ANALISIS LAYANAN ANGKUTAN UMUM TIDAK RESMI MENURUT PERSEPSI PENUMPANG DENGAN METODE IMPORTANCE–SATISFACTION ANALYSIS (ISA) (STUDI KASUS ANGKUTAN UMUM TIDAK RESMI PADA RUTE KOTA PADANG-KABUPATEN PESISIR SELATAN)

Penelitian ini bertujuan untuk mengetahui atribut pelayanan angkutan umum tidak resmi yang memuaskan dan mengetahui atribut pelayanan yang perlu ditingkatkan dari layanan angkutan umum tidak resmi menurut persepsi penumpang dengan metode Importance - Satisfaction Analysis (ISA). Pengambilan sampel di lapangan menggunakan metode random sampling dengan jumlah sampel sebanyak 160 orang responden. Hasil penelitian menunjukkan bahwa layanan angkutan umum tidak resmi menurut persepsi penumpang telah dianalisis dengan metode Importance - Satisfaction Analysis (ISA) diperoleh bahwa atribut ketersediaan musik dan ketersediaan pendingin mobil memiliki tingkat kepuasan lebih besar dari nilai kepentingan., dan atribut sanksi tegas terhadap pengemudi yang menelpon selama berkendara, sanksi tegas terhadap pengemudi yang ugal-ugalan saat mengendarai angkutan umum tidak resmi, kesopanan dan keramahan pengemudi angkutan umum tidak resmi menjadi prioritas utama untuk diperbaiki

IMPROVING PASSENGERS SATISFACTION OF “TRAVEL” CORRIDOR PADANG-PESISIR SELATAN USING IMPORTANCE - SATISFACTION ANALYSIS (ISA)

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

IMPROVING PASSENGERS SATISFACTION OF “TRAVEL” CORRIDOR PADANG-PESISIR SELATAN USING IMPORTANCE - SATISFACTION ANALYSIS (ISA)

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