Evaluation of Service Quality of Trans Padang

Hilmi, Yenny (2020) Evaluation of Service Quality of Trans Padang. Diploma thesis, Universitas Andalas.

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Abstract

Trans Padang is a public transportation mode provided by the Padang City government since 2013. Trans Padang presence is expected to reduce the traffic jam problem, especially on the road that is the center of the economy and education in Padang City. Trans Padang always receives many complaints from their customers. From 2018 to 2019, Trans Padang received various types of complaints that were submitted directly or indirectly by customers. Therefore, this research aims to measure the satisfaction level of Trans Padang customers and determine the indicators that need to be improved for better Trans Padang service quality. The method used in this research is method, fuzzy servqual method, and important performance analysis method. The fuzzy servqual method is used to find out the level of service quality of Trans Padang based on customers perspective. The important performance analysis method is used to determine the indicators that need to be improved for better Trans Padang service quality in the future. This research uses a questionnaire and involves 100 respondents as samples. The results showed that the Trans Padang service quality was still low. This can be seen from the Gap value on 48 service quality indicators, all of which are negative (-). The lowest Gap value is -1.270. Under these conditions, Trans Padang needs to improve the quality of its services. There are 12 indicators that can be used as priority recommendations for improvement. Eight indicators are in the tangible dimension and four indicators are in the reliability dimension. Keywords: Customer Satisfaction, Service Quality, Improvement Priority

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