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Persaingan yang ketat antara perusahaan dalam pelayanan bus antar kota antar provinsi membutuhkan perbaikan pelayanan kualitas untuk mempertahankan pelanggan. Adanya ketidakpuasan pelanggan terhadap fasilitas dan layanan yang diberikan oleh PO Rosalia Indah menjadi suatu permasalahan yang harus diperbaiki sehingga dengan menerapkan metode ini dapat meningkatkan kualitas pelayanan PO Rosalia Indah dan loyalitas penumpang. Penelitian ini bertujuan untuk menganalisa kepuasan pelanggan PO Rosalia Indah dengan mempertimbangkan keberadaan pesaingnya yaitu PO Pahala Kencana dan memberikan rekomendasi perbaikan terhadap atribut fasilitas yang menjadi prioritas perbaikan. Penelitian ini menggunakan metode Importance Performance Competitor Analysis (IPCA). Pengambilan data dilakukan terhadap dua kelompok responden yaitu responden PO Rosalia Indah dan responden PO Pahala Kencana. Penelitian ini mengukur tingkat pelayanan kualitas berdasarkan 3 dimensi yaitu kendaraan (15 butir pernyataan), sopir dan kru (8 butir pernyataan) dan manajemen (13 butir pernyataan). Berdasarkan hasil pengolahan data dengan IPCA didapatkan bahwa terdapat 21 butir pernyataan yang masuk dalam kuadran Urgent Action dan memerlukan perbaikan. Rekomendasi perbaikan dilakukan dengan metode Numerical Group Technique (NGT) yang berasal dari lima ahli yang mengerti dalam bidang transportasi bus. Abstract [ The C ustomer S atisfaction of PO Rosalia Indah using Importance Performance Competitor Analysis (IPCA) ] The intense competition between companies in intercity bus services between provinces requires the improvement of quality services to retain customers. The existence of customer dissatisfaction with the facilities and services provided by PO Rosalia Indah becomes a problem that must be improved so that by applying this method can improve the quality of service Rosalia Indah PO and passenger loyalty. This research aims to analyze customer satisfaction of PO Rosalia Indah by considering the existence of its competitor that is PO Pahala Kencana and give recommendation improvement to the facility attribute which become the priority of improving. This research uses Importance Performance Competitor Analysis (IPCA) method. The data were collected from two groups of respondents namely PO Rosalia Indah and respondent’s PO Pahala Kencana. This study measures the level of quality service based on 3 dimensions of the vehicle (15 points statement), driver and crew (8 points statement) and management (13 points statement). Based on the results of data processing with IPCA found that there are 21 items of statements that enter the Urgent Action quadrant and require improvement. The improvement recommendation was made by Numerical Group Technique (NGT) method which is derived from five experts who understand in the bus transportation field. Keywords: customer satisfaction ; numerical group technique ; IPCA

KEPUASAN PELANGGAN PO ROSALIA INDAH MENGGUNAKAN IMPORTANCE PERFORMANCE COMPETITOR ANALYSIS (IPCA)