Abstract
The quality of public transportation services has not been able to meet the transportation needs of the community. The purpose of the study was to determine the recommendations for improving the Intercity Bus Within the Province (AKDP) service. The quantitative method was used to determine the quality of AKDP Bus public transportation services in Bali from the analysis of questionnaire data. The respondent population was users of AKDP Bus public transportation services who stopped at the Mengwi Terminal. The number of respondents was 371 people. The analysis of service quality was carried out using the Importance Performance Analysis (IPA) method in the form of quadrant analysis and gap analysis to determine recommendations for superior services and priority services for improvement. Recommendations for service improvements include the provision of glass breaker tools or hammers, emergency doors, and special space in the trunk for storing wheelchairs. In addition, it is necessary to check the vehicle before it is operated and provide information at the counter about the routes to be served. The results of the study can be used by AKDP bus service providers to improve services.
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