Analysis of Bus Station Services with Importance-Performance Analysis: Empirical Results of Gerbangkertosusila Region

Abstract

Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo, and Lamongan (Gerbangkertosusila) areas serve as National Activity Centre in East Java Province especially in export-import activities regionally, nationally, and internationally. Because of its strategic position, in order to develop industries, the supporting factors such as the availability of infrastructure particularly in transportation should be well prepared. There are many problems emerging in transportation including congestion, a number of private vehicles, public transport facilities, and transportation development policies. The transition of land transportation modes, especially from private vehicles to mass transportation (buses, trains, etc.) becomes an alternative problem-solving. The study aimed to analyze passenger satisfaction who experienced the services in the provincial bus stations in the area of Gerbangkertosusila. Performance level and customer expectations of customers were examined and analyzed using Importance-Performance Analysis (IPA). There were 139 respondents interviewed. The result showed the customer satisfaction index for the best bus station was Gresik, followed by Sidoarjo, Lamongan, Surabaya, Mojokerto, Bangkalan, and Mojokerto (district). Passengers (customers) have different expectations especially for the services of each station in every region, so local governments need to create new policies and breakthroughs in order to increase consumer interest in mass transportation facilities.