Analysis of customer satisfaction levels on quality of transportation services in PT. Cahaya Intan Bersaudara

Abstract

PT. Cahaya Intan Bersaudara is a company engaged in transportation services in the Meulaboh area of West Aceh Regency which has 10 land transportation routes from Meulaboh Banda Aceh, Meulaboh-Lhokseumawe, Meulaboh-Takengon, Meulaboh-Langsa, and Meulaboh-South Aceh. Based on the results of preliminary observations made, one of them is that transportation service providers for the community are still unable to meet the quality of service desired by transportation service users where transportation users feel complaints about the quality of transportation services provided such as being late in picking up customers, unfriendly drivers, comfortable seating less, driver behavior while driving is less control, cleanliness in the car is lacking, the level of security in the car is lacking. The purpose of this study is to determine the value of the factor of passenger needs for improving the quality of services provided, determine the service attributes that significantly affect passenger satisfaction with the service quality approach, determine the level of passenger satisfaction with the services provided using importance performance analysis. Overall using the service quality attribute method has an average gap score of 0.25. From the results of this study, it was found that the average level of conformity was 78.01%, while the average value of each attribute of interest was 73.25% and the average satisfaction was 74.14% consisting of 20 attributes obtained.