Pramesti, Regita Vianti (2024) Analisis Kinerja Pelayanan Bus Angkutan Umum Pada Biro Perjalanan (Studi Kasus Po Gunung Harta Kota Malang). Undergraduate thesis, Fakultas Teknik Universitas Merdeka Malang.

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Abstract

PO Gunung Harta is a business operating in the general travel agency sector which needs to pay attention to service quality for service user satisfaction. Creating service user satisfaction can create loyalty to the service company. This research aims to determine the extent to which Minister of Transportation Regulation Number 29 of 2015 has been implemented by PO Gunung Harta and to analyze the performance of the executive class Gunung Harta Bus service. Service performance is based on the perceptions of Gunung Harta executive class bus passengers which refer to the Minimum Service Standards based on Minister of Transportation Regulation No. 29 of 2015, then analyzed using the IPA (Importance Performance Analysis) method. Based on research results, the Gunung Harta Bus PO has met 81% of the Minimum Service Standard parameters based on Ministerial Regulation No. 29 of 2015. Apart from that, the results of passenger assessments of service performance are with an average value of 4.34, while interests have an average value of 4.54, and for suitability analysis results the average value is 95.64%, so shows that performance is good but several indicators need to be improved.

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