Analysis of The Gap Between The Current Cost Allocation and The Service Aspect by Passengers of "Trans Jatim" Public Transportation on The Route Terminal Bunder – Bungurasih Terminal

Abstract

Humans are naturally involved in the dynamics of daily mobility to meet the needs of life, such as working, schooling, and shopping. Transportation, as a means of meeting these needs, is divided into three main categories: land, sea, and air. This study focuses on analyzing the level of passenger satisfaction with the "Trans Jatim" public transportation service on the Terminal Bunder – Bungurasih Terminal route using the Importance Performance Analysis (IPA) method. The goal is to analyze the attributes of the service, identify the gaps between the cost allocation and the aspects of the service that are considered important, and provide recommendations for service improvements. The results of the analysis show that the attributes of the service are grouped into four quadrants. Quadrant 1 (Top Priority), which includes the affordability of ticket prices, supporting facilities, and driver and crew services, requires immediate improvement. Quadrant 2 (Maintain Achievement), such as seating comfort and punctuality of arrival, needs to be maintained. Quadrant 3 (Low Priority), such as air conditioning (AC) performance and punctuality of departure, requires moderate improvements. Quadrant 4 (Excessive), such as bus hygiene and travel safety, indicates areas where resources can be diverted to more critical aspects. The study also found a gap between cost allocation and passenger service needs, indicating the need for more effective resource management. By shifting the focus to top priority attributes, managers are expected to improve efficiency, service quality, and overall passenger satisfaction.