Evaluation of Service Quality of Public Transportation (Study Case of Trans Padang)

Abstract

Abstract The quality of a service affects user satisfaction. The quality can be assessed based on the user’s perception. Paying attention to quality is important for any organization to survive and win the competition. The quality of a service can be defined as the gap between perception and expectations of a service. Perception is based on how customers perceived service based on services provided. Expectations are based on customer interest. This paper present service quality of Trans Padang, a transportation industry perceived by customer. We measure the level of quality using Fuzzy Servqual dan IPA Method. The aim is to find out the indicators that need to be improved for better service quality. The results show some aspects of service quality fall below customer expectations. We found the gaps of 12 indicators are negative. This indicate that the management need to pay serious attention in these areas to improve the service quality.