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All Journal Indonesian Journal of Advanced Research (IJAR)
Bima Giri Jati
Civil Engineering Study Program, Faculty of Engineering, Universitas Swadaya Gunung Jati
Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media

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Service Quality Analysis of Primajasa Bus on the Cirebon–Bekasi Route Using the Importance Performance Analysis (IPA) Method Bima Giri Jati; Nurullah Budisiswanto
Indonesian Journal of Advanced Research Vol. 5 No. 8 (2026): August 2026
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijar.v5i8.17067

Abstract

Primajasa Bus is an inter-city, inter-province (AKAP) public transport operator whose Cirebon–Bekasi route carries high passenger mobility. This study analyzes the performance and importance levels of Primajasa Bus service attributes, measures their level of conformity, and formulates strategic recommendations for service improvement. A descriptive quantitative approach was used, distributing questionnaires to 100 respondents obtained via Slovin's formula and accidental sampling. The instrument covered 29 attributes across five SERVQUAL dimensions, analyzed with Importance Performance Analysis (IPA). Results show performance scores of 3.77–4.11 (Good) and importance scores of 4.09–4.58 (mostly Very Important), with an overall conformity level of 92.48%, leaving a 7.52% gap. The IPA Cartesian diagram identified seven priority attributes requiring immediate improvement.
Co-Authors Nurullah Budisiswanto