Analysis of Bus Public Transportation Passenger Satisfaction Level Route Manado - Tondano, North Sulawesi

Abstract

Transportation has a strategic role in supporting economic development, especially in meeting the needs of transportation services for people and goods. This research aims to analyze the level of satisfaction of bus public transport passengers on the Manado - Tondano route, North Sulawesi. The methods used in this study are Importance and Performance Analysis (IPA) and Service Quality (SERVQUAL), which assess passenger perceptions and expectations of bus service quality. Data were obtained through a questionnaire survey covering five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results showed that the majority of respondents were female under the age of 20, with dominant occupations as students or college students, and income below Rp1,500,000. Based on the gap analysis between performance and expectations, it was found that all service attributes have negative values, with an average gap of -1.38, which indicates that bus services are still below passenger expectations. This research provides important implications for transportation service providers to improve service quality to meet passenger expectations.