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All Journal Formosa Journal of Science and Technology (FJST)
Luh Putu Rewinda Wiriandeni
Civil Engineering Master's Study Program, Faculty of Engineering Universitas 17 Agustus 1945 Surabaya
Humanities Computer Science & IT Education Industrial & Manufacturing Engineering Social Sciences

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Examination of Service Excellence Criteria and Viability of Investing in Damri Specialized Transportation for the Purabaya Terminal Path to Juanda Airport through the Fuzzy Servqual Method and Importance Performance Analysis (IPA) Luh Putu Rewinda Wiriandeni; Hanie Teki Tjendani; Budi Witjaksana
Formosa Journal of Science and Technology Vol. 5 No. 6 (2026): June 2026
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjst.v5i6.82

Abstract

The Damri transport service operating between Terminal Purabaya and Juanda Airport is currently facing a situation of low usage of its fleet capacity. This scenario is reflected in the load factor, which stays under the ideal benchmark of 70% for public transportation, according to the Decree issued by the Director General of Land Transportation Number 687 of 2002. Such a situation highlights the necessity for enhancements in service quality and accompanying facilities. The purpose of this study is to pinpoint the existing gaps in service, establish priorities for service enhancement based on the significance and effectiveness of service characteristics, and evaluate the viability of creating waiting room facilities to aid in elevating service quality. The findings indicated that the most significant gap was identified in the disabled passengers' amenities, with a figure of (-1.74). Utilizing Importance Performance Analysis (IPA), four key factors were identified as top priorities for enhancement: information regarding security disturbances, service-related information, waiting area amenities, and accommodations for passengers with disabilities. The analysis of the viability related to the costs of constructing the Damri bus waiting area demonstrates that the endeavor is viable to proceed, exhibiting an IRR of 46%, a BCR greater than 1, and a positive NPV across all evaluated interest rates
Co-Authors Budi Witjaksana Hanie Teki Tjendani