Penerapan Metode Importance Performance Analysis (IPA) Untuk Menganalisis Kinerja Suroboyo Bus Sebagai Moda Transportasi Umum Berdasarkan Tingkat Kepuasan Pengguna

Importance Performance Analysis (IPA) Method Application to Analysis of Suroboyo Bus Performance as a Public Transportation Mode Based on User Satisfaction Level

Suroboyo Bus merupakan satu dari beberapa moda transportasi umum yang ada di Kota Surabaya. Selain menjadi alat transportasi umum, Suroboyo Bus juga dapat digunakan sebagai sarana wisata oleh masyarakat Kota Surabaya. Keberadaan Suroboyo Bus diharapkan dapat mengurangi kemacetan dan mengurangi resiko kecelakaan di jalan raya. Penelitian ini dilakukan untuk menganalisis kinerja Suroboyo Bus sebagai moda transportasi umum berdasarkan tingkat kepuasan pengguna jasa menggunakan metode Importance Performance Analysis (IPA). Terdapat dua tahapan pengolahan data yang harus dilakukan pada metode Importance Performance Analysis yaitu analisis tingkat kesesuaian dan analisis kuadran. Data yang digunakan telah diuji kevalidannya menggunakan uji validitas dengan nilai r_hitung > r_tabel yang artinya masing-masing indikator pertanyaan pada kuesioner valid. Selain itu, dilakukan uji keandalan menggunakan uji reliabilitas dengan hasil nilai Cronbarch’s Alpha > 0,60 yang artinya masing-masing indikator pertanyaan telah reliabel. Hasil penelitian menyimpulkan bahwa terdapat indikator pelayanan jasa transportasi umum Suroboyo Bus yang dirasa masih kurang baik oleh masyarakat. Berdasarkan hasil analisis, indikator utama yang harus diperbaiki adalah kualitas penyampaian informasi yang diberikan oleh petugas kepada penumpang. Perbaikan kualitas pelayanan yang masih kurang perlu dilakukan, sedangkan kualitas pelayanan yang dinilai sudah baik perlu dipertahankan agar keinginan masyarakat untuk beralih dari kendaraan pribadi ke transportasi umum khususnya Suroboyo Bus semakin meningkat. 

Suroboyo Bus is one of several modes of public transportation in the city of Surabaya. Apart from being a means of public transportation, Suroboyo Bus can also be used as a tourist facility by the people of Surabaya. The existence of Suroboyo Bus is expected to reduce congestion and reduce the risk of accidents on the highway. This research was conducted to analyze the performance of Suroboyo Bus as a mode of public transportation based on the satisfaction level of service users using the Importance Performance Analysis (IPA) method. There are two stages of data processing that must be carried out in the Importance Performance Analysis method, namely the level of suitability analysis and quadrant analysis. The validity of the data used has been tested using the validity test with the results of the value r_count > r_table, which means that each question indicator used in the questionnaire is valid. In addition, the reliability of the data was also tested using a reliability test with the results of Cronbarch's Alpha value > 0,60, which means that each question indicator used in the questionnaire is reliable. The results of the study concluded that there are indicators of Suroboyo Bus public transportation services that are still not good enough by the public. Based on the results of the analysis, the main indicator that must be improved is the quality of information delivery provided by officers to passengers. Improvements in service quality are still lacking, while service quality that is considered to be good needs to be maintained so that the public's desire to switch from private vehicles to public transportation, especially Suroboyo Bus, increases.