| dc.description.abstract | Lintas USU Bus is a facility provided by the University of North Sumatra under the
Bureau of Asset and Business Management. Lintas USU Bus is one of the shuttle
bus services in the university environment which aims to facilitate inter-campus
transportation and meet the mobility needs of the entire academic community of the
University of North Sumatra. In general, users of the Lintas USU Bus service are
students from various faculties at the University of North Sumatra. In carrying out
service facilities in the field of transportation, it is inseparable from consumer
complaints. There are several negative reviews that come from users of the Lintas
USU Bus service. This study aims to analyze service quality in order to minimize
the number of complaints about service quality and increase consumer satisfaction
with service users on the quality of services provided. Collecting data with 97
respondents through distributing questionnaires using Google forms and direct
interviews with several consumers as initial research. The servqual method is used
to identify customer complaints based on the gap between performance and
expectations. The Importance Performance Analysis (IPA) method is used to
determine the top priority for improving service quality. The servqual method
produces that the dimension that has the largest negative gap value is on the
tangible dimension, namely the attribute "physical condition of the bus is good".
Calculation of Service Quality (Gap) to analyze attributes/indicators that are not
in accordance with the expectations of service users and become a priority for
service improvement as seen from the Importance-Performance matrix, namely
there are 6 attributes that have not met expectations, namely RA2, RA3, RS3, AS3,
AS4, and EM2. | en_US |
