Journal of Economics, Management, Entrepreneurship, and Business (JEMEB)
Vol. 1 No. 1 (2021): Volume 1, Issue 1, May 2021. Journal of Economics, Management, Entrepreneur, an

ANALYSIS OF INTEGRATED BUS TERMINAL SERVICES IN PULO GEBANG IN INCREASING CUSTOMER SATISFACTION

Aswanti Setyawati (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Muhammad Nur Huda (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Suripno Suripno (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Hendy Tannady (Kalbis Institut, Indonesia)

Article Info

Publish Date
04 May 2021

Abstract

This study aims to analyze the service level of the Pulo Gebang Integrated bus terminal in increasing customer satisfaction. Based on the analysis and discussion, the results of the gap analysis between customer perceptions and expectations of 22 service attributes are all negative (-) with a range of -0.15 to -1 , 49. This indicates that the quality of service is still far from customer expectations, the attributes of interest after analyzing with the Importance Performance Analysis, the priority for improvement is obtained as well as in an effort to improve the quality of customer service at the Pulo Gebang Integrated bus terminal, after analyzing the approach with the Quality Function Deployment method, seven order of priority improvement.

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Journal Info
Journal of Economics, Management, Entrepreneurship, and Business (JEMEB)
Website

Abbrev

jemeb

Publisher

ABNUS Publisher

Subject

Economics, Econometrics & Finance

Description

Focus and Scope FOCUS Journal of Economics, Management, Entrepreneurship, and Business (JEMEB) provides widespread coverage of high-quality research in a broad range of topics such as human resource management, organization theory, strategic management, corporate governance, managerial economics, ...