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Journal : Journal Of World Science

Analysis of Improving the Quality of Mass Transportation Services with the Buy the Service (BTS) Scheme Using the Importance Performance Analysis (IPA) Method: Case Study of BTS Route Gresik – Lamongan Alfianti, Diah Mega; Tjendani, Hani Teki; Witjaksana, Budi
Journal of World Science Vol. 4 No. 2 (2025): Journal of World Science
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jws.v4i2.1284

Abstract

Transportation is fundamental to societal function, impacting lifestyles, production, and service accessibility, and it is a cornerstone of urban mobility. This study evaluates the quality of mass transportation services under the Buy The Service (BTS) scheme on the Gresik - Lamongan route using Importance-Performance Analysis (IPA). The research identifies key performance attributes influencing passenger satisfaction using primary data from field observations, passenger surveys, and secondary data from local transportation authorities. Results indicate high satisfaction with safety features like fire extinguishers, glass breaker hammers, and accessibility features such as priority seating for wheelchair users. However, improvements are needed in areas such as bus intervals and operational consistency. The IPA quadrant analysis highlights strategic priorities for enhancing service quality. Recommendations include prioritizing safety, optimizing accessibility, and leveraging technology to improve reliability and efficiency. These findings offer policymakers and transportation operators insights to enhance service delivery and meet diverse passenger needs.
Co-Authors A. Asrijal Abdul Q, Muhammad Ali Hasymi Adam, Ijaz Adi Purwanto Adiputra, Reza Aditya, febri Agustian Setyagraha, Javan Akhmad Dahlan Alan Muin, Oskar Ezra Alfianti, Diah Mega Ali Imron, Mohammad Alifia Amalia, Mekar Meilisa Ardhiansyah, Widha Ardianto, Lukman Ari Purwanti Arifin, Syaadiah Ariyanto, Subkhan Asmoro, Mochamad Ranoe Balido, Pandji Thoha S. Cahyono, Febri Candra Kelana Putra, Utuh Dwi Candra M, Alang Dewi, Dita Dismalasari Eko Pramono Ernitasari, Windya Yunesti Esti Wulandari Eva Desembrianita Farchan, Muchamad Firdaus, Muhammad Bayu Gede Sarya, Gede Hamzah, Aulia Hanie Teki Tjendani, Hanie Teki Hardi, Edelbertus Lusius Hartawan, Ade Sholeh Hepiyanto, Rasio Hepiyanto, Rasio Herkunadi, Dimas Fitra Herry Widhiarto, Herry Ibnu Andli Marta Imron, Achmad Imron, Achmad Irfan, Bachtiar Muhammad Irma Martaningtyas, Irma Jaka Purnama K., Moh Ali Lutfi M. Khakimin, Achmad Lukmanul Langi, Jeffrey Payung Lendra Lendra Lesmana, Denny Indra Liza Husnita Lutfi, Moh Ali Meganda, Danniar Firdaus Meilasari, Shavica Kurnia Mochamad Nurcholis Mughni, Amalia Fathimah Azh Zhahra Muhammad Muhammad Muqaddas, Zaiful Nailufar, Linda Nofirman, Nofirman Nugraha, Budidarma Ardi Nurkaruniati, Titik Oetomo, Wateno Patriadi, Andi Permana, Midi Agus Pramadha, Ichsan Yanuansyah Prastyadi Wibawa Rahayu Pratondo W, Wahyu Proboretno, Wuri Purba, Ulfani Ikhwana Putri, Dwi Cahyani Rafi, Yudha Fatkur Raimundo, João Rakasyiwi, Gilang Ramadhan Reresi, Samuel Petrik Reresi, Samuel Petrik Ridha Annisa Imaniar Riduwan, Sanda Praja Ridwan, Ridwan Rohim, Abd. RR. Ella Evrita Hestiandari Sajiyo Sajiyo, Sajiyo Septa Intiar SETIAWAN, ENDIK Setyagraha, Javan Agustian Sudrajat, Didi Sugeng Hariyadi, Sugeng Sulistianto, Leo Agus Suroso Suroso Tamrin Fathoni Teguh Prasetijo, Christiawan Teki Tjendani, Hanie Tjendani , Hanie Teki Tjendani, Hani Teki Triska Bayu Wedananta, Komang Gede Veithzal Rivai Zainal Venusia A, M. Fajar Wahananto, Anang Wahyu Pamungkas, Rino Widyarso, Riza Wulandari , Esti Zesario Akbar, Rendy Zuhri, Syaefuddin