ANALISIS KUALITAS PELAYANAN PADA STASIUN TUGU YOGYAKARTA MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALISIS (IPA)

Abstract

This research is a quantitative research that aims to determine the aspects of good and not good performance on the quality of service provided by Tugu Yogyakarta station using the IPA (Importance Performance Analysis) analysis tool. A total of 100 questionnaires were distributed to respondents at Tugu Yogyakarta station using a sampling method, namely convenience sampling. The results of the research obtained are information on train departure hours, information on train arrival hours, the number of tickets and seats are the same, all passenger complaints are responded well by the company, respect every passenger, willing to help passengers who need special handling, the use of digital technology is an item that according to passengers is important and the performance of Tugu station is good. While items that are not important according to passengers and the performance of Tugu Yogyakarta station are not too good are the ticket service schedule on time, the station is safe from criminal acts, the cleanliness of the station is well maintained, the parking lot is safe from criminal acts, no discrimination, a large parking lot and attractive employee uniforms.

Key Words: Servqual, IPA, Stasiun Tugu Yogyakarta