JTERA (Jurnal Teknologi Rekayasa)
Evaluasi Kualitas Layanan Shuttle Menggunakan Model IPA-Kano
Sari Wulandari, Syeren AnastasyaAbstract
Persaingan yang sangat ketat mendorong pelaku bisnis untuk secara berkelanjutan melakukan evaluasi serta memperbaiki kualitas layanan. Bhinneka shuttle didirikan pertama kali di kota Cirebon pada tahun 1972, kini sudah memperluas cakupan layanan hingga kota Bandung. Terdapat 4 titik shuttle Bhinneka yang berada di Kota Bandung diantaranya Buah Batu, Pasteur, Dipatiukur, dan Mekarwangi. Titik shuttle Mekarwangi merupakan point shuttle dengan nilai rating Google review terendah yaitu 4,1. Penelitian ini dilakukan dengan tujuan untuk melakukan evaluasi layanan shuttle Bhinneka point Mekarwangi agar dapat ditentukan aspek layanan yang mendapatkan prioritas untuk segera diperbaiki dan ditingkatkan kualitasnya. Metode yang digunakan adalah model IPA-Kano. Dimensi RECSA digunakan dalam penelitian ini untuk mengidentifikasi aspek (atribut) layanan shuttle. Penelitian menggunakan data 120 responden yang merupakan pelanggan shuttle point Mekarwangi. Hasil pengolahan data menunjukan bahwa sebagian besar atribut layanan sudah menunjukan kinerja yang cukup baik dengan nilai kinerja rata-rata sebesar 3,46. Namun demikian, nilai kepentingan rata-rata secara keseluruhan adalah sebesar 3,65. Kondisi tersebut menunjukan adanya harapan yang tinggi dari pelanggan terhadap layanan shuttle. Adapun atribut yang perlu mendapatkan prioritas utama untuk dilakukan perbaikan adalah atribut yang masuk ke dalam prioritas strategi-improvement dalam model IPA-Kano diantaranya adalah RB1 (ketepatan waktu datang kendaraan travel), CF3 (ketersediaan kursi di ruang tunggu sudah memadai), CF4 (kebersihan ruang tunggu), dan CF5 (kebersihan toilet di ruang tunggu).
http://dx.doi.org/10.31544/jtera.v9.i1.2024.1-12
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DOI: http://dx.doi.org/10.31544/jtera.v9.i1.2024.1-12
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