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All Journal Journal Of World Science
Alfianti, Diah Mega
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Computer Science & IT Economics, Econometrics & Finance Engineering Health Professions Law, Crime, Criminology & Criminal Justice Social Sciences

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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 Budi Witjaksana, Budi Tjendani, Hani Teki