Analysis of Transportation Services Using Service Quality Method

Abstract

Transportation business people try to meet customer needs by providing the best quality service and maximum facilities so that customers feel satisfied with the services that have been provided, but the quality of services that have been provided is not solely in accordance with customer expectations and perceptions. The purpose of this research is to find out how good the level of service quality has been, it is necessary to measure the service quality between customer expectations and perceptions of the service quality. The research method used is to compare customer expectations and perceptions using the service quality gap method. 5. The research instrument is a questionnaire consisting of 25 statement variables and classifies into 5 dimensions of service quality according to Parasuraman's, namely the dimensions of tangibles, reliability, responsiveness, assurance and empathy. The overall level of customer expectations got an average score of 3.06 and the level of perception perceived by customers as a whole got an average score of 2.90. The statement with the highest gap (gap 5) and included in quadrant A (the main priority for improvement) on the Cartesian diagram is in the quality of service regarding buses facilitated by safety support (first aid kits, fire extinguishers and emergency exits), buses facilitated by entertainment support (karaoke and LCD TV) and buses are facilitated to support comfort (reclining chairs, air conditioning, blankets and pillows). The impact this research about the quality of service is not appropriate or does not meet the expectations of customers, therefore it is necessary to improve the quality of related services so that the quality of service provided is maximal and can meet customer expectations