The Gap Analysis of Public Servqual (Case Study of Bus Rapid Transit's Customer on Makassar)

摘要

Public transportation such as Bus Rapid Transit (BRT) was an alternative solution in reducing traffic congestion in major cities of Indonesia. Trans Mamminasata BRT was one of the urban transportation as part of the government program to provide mass transit for the people of Makassar. An aims of this study were to 1) test the difference of average value between perceived service with expected service on each dimension of servqual (reliability, responsiveness, tangibles, assurance, and empathy); 2) test the gap between perceived service and expected service; and 3) test the priority indicator servqual in the improvement effort for Trans Mamminasata management in order to fulfill the expected service for the community. The approach used in this research was quantitative, with a cross-sectional design. Data collection techniques in this study were using questionnaires. So sampling technique was using non-probability sampling, with purposive sampling method. There were two variables perceived service and expected service consisting of five dimensions, namely: reliability, responsiveness, tangibles, assurance, and empathy. Paired T-test was used to test H1, H2, H3, H4, and H5. Wilcoxon Signed-Rank test was used to test H6. So Importance-Performance Analysis was used to test the servqual priority indicators. The results showed that H2, H3, H4, H5, and H6 were accepted, while H1 was rejected. Performance Analysis indicates that there were no indicators in A quadrant. Meanwhile, 20 indicators were in B quadrant, 12 indicators were in C quadrant, and one indicator in C quadrant.