Analisis Kepuasan Pelanggan Atas Kualitas Pelayanan (Studi Pada X-Trans Pt. Batara Titian Kencana Bandung)

Aulia Septa, Budi Rustandi Kartawinata

Abstract

ABSTRACT Advances in economic activity and people’s needs, led to a high increase in community desire to travel both in the ordinary course of business, for family, or for recreational purposes. Bandung is one of the most visited cities in domestic and foreign travelers, especially from Jakarta. Therefore, these activities require the provision of adequate transport that could serve the needs of consumers. One of the transportation that becoming an alternative for community is Travelling Services. The theory used in this study is the theory of satisfaction and service quality by Kotler and Keller, who describes a person's satisfaction is the feeling of pleasure or disappointment result from comparing the product's perceived performance (or outcome) with expectations. Satisfaction can be understood by examining the quality of services provided, by identifying five determinants of service quality which is, Reliability, Responsiveness, Assurance, Empathy and Physical Evidence. The method used in this study is the quantitative descriptive research. Data obtained by interviews and distributing questionnaires to 100 respondents. The data analysis technique used in this study is Descriptive Analysis, Customer Satisfaction Index and Important Performance Analysis (IPA). The result of this study revealed that customer expectations for quality service provided by X-Trans from PT. Batara Titian Kencana in Bandung Cities is very important, because the percentage of value is 86.16%. X-Trans from PT. Batara Titian Kencana in Bandung Cities considered as good by customers with the percentage of 75.92%. Based on the analysis of customer satisfaction level at 0.88, which is in the category are not satisfied. The Importance Performance Analysis (IPA) resulted the average score 303.46 and the value of performance expectations average score 342.72. The conclusion of this study known that the customer is not satisfied and there are several aspects that should be improved: (1) The lounge comfortable, clean and cool (2) There is flyer available, which contain travel route information boards and travel information (3) Do not accept cash tips (4 ) Driver disciplines while traveling (5) Safety while driving KeyWord : Customer Satisfaction, SERVQUAL, Importance Performance Analysis (IPA)

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