ANALYSIS SERVICE OF SATISFACTION OF INTERCITY BUS WITH IPA AND CSI METHOD

Lucitasari, Dyah Rachmawati and Ristyowati, Trismi and Khaeruddin, Mohammad ANALYSIS SERVICE OF SATISFACTION OF INTERCITY BUS WITH IPA AND CSI METHOD. In: The 6th International Seminar on Industrial Engineering and Management, 14-15 February 2013, haris Hotel Batam Center Batam Indonesia.

Text proceeding vol.6 2013 (6th ISIEM)_INTERCITY BUS.pdf Download (5MB)

Abstract

Sharp competition among companies in intercity bus service needs improvment of the quality of service for keeping the customer loyal. This study aims to improve the quality of inter-city bus service in order to increase the customer satisfaction. Importance Performance Analysis (IPA) and methods Customer Satisfaction Index (CSI) were used for analysis. IPA measures the level of service quality based on five dimension: tangibles (7 service attributes), reliability (5 service attributes), responsiveness (4 service attributes), assurance (7 service attributes), and empathy (5 service attributes). CSI measures the level of overall customer satisfaction. Unsatisfied sevice quality attributes of intercity bus were facilities in the bus (passenger seats, air conditioner, toilet, TV, air freshener, wi-fi ) the material brochures services, other facilities provided (such as mineral water/snacks, souvenirs, membership card), leisure facilities (such as bus, terminal), departure and arrival punctuality, ability to assist customers difficulties, intention or effort to build customer interest and willingness to accept criticism and suggestions.

Item Type:	Conference or Workshop Item (Paper)
Subjects:	T Technology > TS Manufactures
Divisions:	Faculty of Engineering, Science and Mathematics > School of Engineering Sciences
Depositing User:	Ir., MT DYAH RACHMAWATI LUCITASARI
Date Deposited:	13 Apr 2023 03:52
Last Modified:	13 Apr 2023 03:56
URI:	http://eprints.upnyk.ac.id/id/eprint/34522

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