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ANALYSIS OF INTEGRATED BUS TERMINAL SERVICES IN PULO GEBANG IN INCREASING CUSTOMER SATISFACTION
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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.
Aswanti Setyawati - Personal Name
Muhammad Nur Huda - Personal Name
Suripno - Personal Name
Hendy Tannady - Personal Name
Muhammad Nur Huda - Personal Name
Suripno - Personal Name
Hendy Tannady - Personal Name
2797-1511
NONE
electronic file
English
ABNUS Publisher
2021
JEMEB | Volume 1, Issue 1 (2021) | 12-21
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