Analisa Kepuasan Penumpang Bus Sleeper Surya Kencana Rute Mataram–Bima

Abstract

Abstract: Public transportation is a vital means of supporting community mobility; therefore, service quality is a key aspect that must be addressed to meet passengers’ expectations. This study aims to analyze the level of satisfaction among passengers of the Surya Kencana Sleeper Bus on the Mataram–Bima route based on five dimensions of service quality tangibles, reliability, responsiveness, assurance, and empathy as well as to identify gaps and the degree of alignment between performance and importance using the Importance-Performance Analysis (IPA) method. The study employed a quantitative approach through a survey of 100 respondents selected using convenience sampling. Primary data were collected via a Likert-scale questionnaire, while secondary data were obtained from literature reviews and relevant documents. Data processing involved validity and reliability tests, analysis of performance and importance levels, GAP analysis, the degree of alignment (TKI), and the mapping of attributes on an IPA Cartesian diagram. The results of the study show an average performance score of 4.12, which falls into the “satisfactory” category, while the average importance score is 4.46. The average GAP score of −0.34 indicates that service performance still falls short of passengers’ expectations. Nevertheless, the TKI score of 93.30% falls into the “highly satisfactory” category. IPA analysis shows that there are no attributes in Quadrant I, 16 attributes in Quadrant II, 10 attributes in Quadrant III, and 2 attributes in Quadrant IV. Thus, service quality is generally rated as good and should be maintained, while attributes with relatively low performance can be improved gradually.

Abstrak: Transportasi umum merupakan sarana penting dalam menunjang mobilitas masyarakat sehingga kualitas pelayanan menjadi salah satu aspek yang perlu diperhatikan untuk memenuhi harapan penumpang. Penelitian ini bertujuan menganalisis tingkat kepuasan penumpang Bus Sleeper Surya Kencana rute Mataram–Bima berdasarkan lima dimensi kualitas pelayanan, yaitu tangibles, reliability, responsiveness, assurance, dan empathy, serta mengetahui kesenjangan dan tingkat kesesuaian antara kinerja dan kepentingan menggunakan metode Importance Performance Analysis (IPA). Penelitian menggunakan pendekatan kuantitatif melalui survei terhadap 100 responden yang dipilih dengan teknik convenience sampling. Data primer diperoleh melalui kuesioner berskala Likert, sedangkan data sekunder diperoleh dari studi pustaka dan dokumen terkait. Pengolahan data dilakukan melalui uji validitas, uji reliabilitas, analisis tingkat kinerja dan kepentingan, analisis GAP, tingkat kesesuaian (TKI), serta pemetaan atribut pada diagram kartesius IPA. Hasil penelitian menunjukkan nilai rata-rata kinerja sebesar 4,12 yang termasuk kategori puas, sedangkan nilai rata-rata kepentingan sebesar 4,46. Nilai GAP rata-rata sebesar −0,34 menunjukkan bahwa kinerja pelayanan masih berada di bawah tingkat kepentingan penumpang. Meskipun demikian, nilai TKI sebesar 93,30% termasuk kategori sangat sesuai. Analisis IPA menunjukkan tidak terdapat atribut pada Kuadran I, 16 atribut pada Kuadran II, 10 atribut pada Kuadran III, dan 2 atribut pada Kuadran IV. Dengan demikian, kualitas pelayanan secara umum dinilai baik dan perlu dipertahankan, sementara atribut dengan kinerja relatif rendah dapat ditingkatkan secara bertahap.