Usulan Peningkatan Kualitas Pelayanan Trans Shuttle Menggunakan Metode Importance Performance Analysis (IPA) - Kurniawan, Novia Aninditha; Febrianti, Asterina (e-Proceeding FTI, 2022)
ABSTRAK Kualitas pelayanan yang diberikan suatu jasa kepada customer berdampak baik bagi perkembangan usaha. Trans Shuttle merupakan perusahaan yang bergerak dibidang jasa transportasi darat. Perusahaan memiliki permasalahan dalam kegiatan operasional perusahaan yang berdampak pada kualiatas pelayanan. Penelitian ini bertujuan untuk menganalisis dalam meningkatkan kualitas pelayanan Trans Shuttle. Metode yang digunakan yaitu metode Importance Performance Analysis (IPA) dan Customer Satisfation Index (CSI). Metode Importance Performance Analysis digunakan untuk mengetahui skala prioritas dari atribut kualitas pelayanan yang harus diperbaiki, sedangkan metode Customer Satisfation Index digunakan untuk mengetahui tingkat kepuasan customer secara keseluruhan. Berdasarkan hasil pengolahan data menggunakan metode Importance Performance Analysis terdapat lima atribut yang berada dalam kuadran I yang berarti harus diperbaiki, dan berdasarkan hasil pengolahan data metode Customer Satisfation Index yaitu sebesar 61,056% dikategorikan Quite Satified. ABSTRACT The quality of service provided by a service to customers has a good impact on business development. Trans Shuttle is a company engaged in land transportation services. The company has problems in the operational activities that have an impact to service quality. This study aims to analyze for improving the service quality of Trans Shuttle. The methods used are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The Importance Performance Analysis method is used to determine the priority scale of service quality attributes that must be improved, while the Customer Satisfaction Index method is used to determine the overall level of customer satisfaction. Based on the results of data processing using the Importance Performance Analysis method, there are five attributes that are in quadrant, which means it must be improved, and based on the results of data processing the Customer Satisfaction Index method, which is 61.056% categorized as Quite Satisfied.