Analysis of Passenger Satisfaction Level of Public Transportation on the Plaosan-Magetan Terminal Route

Abstract

In a competitive environment, the main priority for public transport service providers is passenger satisfaction, enabling them to survive, compete, and capture market share. This study aims to assess passenger satisfaction with the service performance of the Plaosan–Magetan route public transport and to identify the indicators influencing user satisfaction. The research employs the Importance Performance Analysis (IPA) method and adopts a descriptive survey approach. Data collection was conducted through interviews using a questionnaire administered to 100 respondents, gathering respondent characteristics and their attitudes toward service quality and passenger satisfaction variables. The results reveal that all six service dimensions exhibited negative gap values, indicating that, overall, the service provided by the Plaosan–Magetan route public transport does not yet meet customer expectations. Based on IPA analysis, five attributes were identified in quadrant one as top priorities for improvement: adequate passenger numbers according to vehicle capacity, mandatory accident liability coverage, operator identification via ID cards and uniforms, priority service for pregnant women, the elderly, people with disabilities, and children, as well as fare information. To enhance passenger satisfaction, this study recommends that public transport companies instill greater discipline among employees and establish clear standard operating procedures to be followed by all drivers.