Identifying Service Quality Gaps and Improvement Priorities in Padang City’s Municipal Public Transportation Service: An IPA Approach
Keywords:
customer satisfaction, importance performance analysis, service quality, public transportationAbstract
The municipal-owned public transportation company in Padang City, Indonesia, serves as a vital link for commuters. Despite growing ridership, passenger complaints regarding service quality persist. This study evaluates its service quality by using the Importance-Performance Analysis (IPA) on five SERVQUAL dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. A quantitative descriptive approach was adopted, with data collected through online questionnaires distributed to 100 respondents selected via purposive sampling. Data were analyzed using conformity level analysis, gap analysis, and IPA quadrant mapping, processed with SPSS 24.0. Results show that all five dimensions recorded negative gaps, with an overall average gap of −0.35 and an overall conformity level of 91.74%. The Reliability dimension had the largest gap (−0.44), while Responsiveness performed best (94.41%). IPA quadrant mapping identified bus stop accessibility and overall security as top-priority attributes requiring immediate improvement (Quadrant I), while 10 attributes, including driver attitude, which had the highest importance score, were classified as well-performing (Quadrant II). Findings suggest that targeted improvements in stop infrastructure, security measures, and scheduling reliability are essential to enhancing passenger satisfaction on this corridor.
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