Abstract
The goal of this study was to use the Importance-Performance Analysis (IPA) technique to assess the service quality of Suroboyo Trans Semanggi Bus, with Servqual as the research dimension. This study used a cross-sectional design to investigate the connection between the independent and dependent variables by collecting data at the same time (point time approach). We used questionnaires distributed offline and online to obtain responses from respondents. The study results indicate that two attributes must be the main concern for managers to prioritize their performance improvement. The two attributes are friendly service and ease of access. In terms of accessibility, the government and related authorities must provide comfortable and representative bus stops. Furthermore, interconnection between transportation modes that can be linked to bus services must be examined in order for bus services to be integrated with other mass transportation services.
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