Open AccessANALYSIS OF INTEGRATED BUS TERMINAL SERVICES IN PULO GEBANG IN INCREASING CUSTOMER SATISFACTION
Author(s) -
Aswanti Setyawati,
Muhammad Nur Huda,
Suripno Suripno,
Hendy Tannady
Publication year - 2021
Publication title -
journal of economics, management, entrepreneur, and business
Language(s) - English
Resource type - Journals
eISSN - 2797-1511
pISSN - 2797-1503
DOI - 10.52909/jemeb.v1i1.5
Subject(s) - service quality , customer satisfaction , gap analysis (conservation) , quality function deployment , terminal (telecommunication) , service (business) , software deployment , order (exchange) , business , computer science , process management , marketing , telecommunications , biodiversity , ecology , finance , biology , operating system , new product development
This study aims to analyze the service level of the Pulo Gebang Integrated bus terminal in increasing customer satisfaction. Based on the analysis and discussion, the results of the gap analysis between customer perceptions and expectations of 22 service attributes are all negative (-) with a range of -0.15 to -1 , 49. This indicates that the quality of service is still far from customer expectations, the attributes of interest after analyzing with the Importance Performance Analysis, the priority for improvement is obtained as well as in an effort to improve the quality of customer service at the Pulo Gebang Integrated bus terminal, after analyzing the approach with the Quality Function Deployment method, seven order of priority improvement.