Service Quality Analysis of Primajasa Bus on the Cirebon–Bekasi Route Using the Importance Performance Analysis (IPA) Method

Bima Giri Jati (Civil Engineering Study Program, Faculty of Engineering, Universitas Swadaya Gunung Jati)
Nurullah Budisiswanto (Civil Engineering Study Program, Faculty of Engineering, Universitas Swadaya Gunung Jati)

Indonesian Journal of Advanced Research (IJAR)
Vol. 5 No. 8 (2026): August 2026

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.