Optimizing Customer Satisfaction Through Measuring The Actual Servqual Score (ASC) and Importance - Performance Analysis (IPA) Of The Integrated Cross Rail (LRT) Of South Sumatra

DOI

10.2991/978-94-6463-384-9_22How to use a DOI?

Keywords

Servqual; IPA; Railway

Abstract

South Sumatra’s Light Rapid Transit (LRT) was built to support the 2018 Asian Games in Palembang. After the 2018 Asian Games, LRT is used as an integrated mode of transportation to support community mobility. Seeing the importance of the South Sumatra LRT, it needs to be evaluated to maintain passenger satisfaction. Therefore, this study aims to determine the expected value and actual value of passengers above the minimum service standard (SPM) of South Sumatra LRT. As well as knowing the condition of the South Sumatra LRT SPM depending on the size expected by passengers.

By using a survey method to obtain the expected value and actual satisfaction value of the community and analyzed using the Service Quality (Servqual) and Importance - Performance Analysis (IPA) methods. The result is the condition of the South Sumatra LRT minimum service standard based on the dimensions that passengers expect as reflected in the number of services and the actual service score of 101%. This achievement shows that the overall performance of the South Sumatra LRT service has met 101% of passenger expectations compared to before using the train. According to data from Servqual, the reliability aspect is not as expected. Based on IPA using Cartesian diagrams, the attributes prioritized for improvement are the suitability of travel time and stop time at the station.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Mariana Diah Puspitasari
AU  - Ary Putra Iswanto
AU  - Adi Wicaksono
PY  - 2024
DA  - 2024/02/20
TI  - Optimizing Customer Satisfaction Through Measuring The Actual Servqual Score (ASC) and Importance - Performance Analysis (IPA) Of The Integrated Cross Rail (LRT) Of South Sumatra
BT  - Proceedings of the 2nd International Conference on Railway and Transportation 2023 (ICORT 2023)
PB  - Atlantis Press
SP  - 248
EP  - 259
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-384-9_22
DO  - 10.2991/978-94-6463-384-9_22
ID  - Puspitasari2024
ER  -