IOP Conference Series: Materials Science and Engineering

PAPER • OPEN ACCESS

Analysis of Bus Station Services with Importance-Performance Analysis:

Empirical Results of Gerbangkertosusila Region
To cite this article: A D Witjaksono et al 2018 IOP Conf. Ser.: Mater. Sci. Eng. 288 012004

View the article online for updates and enhancements.

This content was downloaded from IP address 36.74.43.148 on 22/03/2021 at 08:19

The 2nd Annual Applied Science and Engineering Conference (AASEC 2017) IOP Publishing
IOP Conf. Series: Materials Science and Engineering 288 (2018) 012004 doi:10.1088/1757-899X/288/1/012004
1234567890‘’“”

Analysis of Bus Station Services with Importance-Performance

Analysis: Empirical Results of Gerbangkertosusila Region

A D Witjaksono1*, Suyatno2 and Soeparno3

1
Department of Management, Faculty of Economics, Universitas Negeri Surabaya,
Ketintang, Surabaya, Indonesia
2
Department of Indonesian Language and Literature Education, Faculty of Languages
and Arts, Universitas Negeri Surabaya, Lidah Wetan, Surabaya, Indonesia
3
Diploma of Transportation, Faculty of Engineering, Universitas Negeri Surabaya,
Ketintang, Indonesia

*andredwijanto@unesa.ac.id

Abstract. Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo, and Lamongan

(Gerbangkertosusila) areas serve as National Activity Centre in East Java Province especially
in export-import activities regionally, nationally, and internationally. Because of its strategic
position, in order to develop industries, the supporting factors such as the availability of
infrastructure particularly in transportation should be well prepared. There are many problems
emerging in transportation including congestion, a number of private vehicles, public transport
facilities, and transportation development policies. The transition of land transportation modes,
especially from private vehicles to mass transportation (buses, trains, etc.) becomes an
alternative problem-solving. The study aimed to analyze passenger satisfaction who
experienced the services in the provincial bus stations in the area of Gerbangkertosusila.
Performance level and customer expectations of customers were examined and analyzed using
Importance-Performance Analysis (IPA). There were 139 respondents interviewed. The result
showed the customer satisfaction index for the best bus station was Gresik, followed by
Sidoarjo, Lamongan, Surabaya, Mojokerto, Bangkalan, and Mojokerto (district). Passengers
(customers) have different expectations especially for the services of each station in every
region, so local governments need to create new policies and breakthroughs in order to increase
consumer interest in mass transportation facilities.

1. Introduction
According to the World Bank, in many countries, efforts to increase the basic budget for infrastructure
in rural areas are economic priorities significantly contributing to reduce poverty. In addition, many
studies provided data indicating that infrastructure variables (highways and railways) and
communications correlate to the growth in developing countries [1].
Highway has a strategic role in supporting the economy. Because of the increasing number of
vehicles in each year, its loads become higher that resulting in increasing cost of transportation, as the
land mode is the only way to distribute products in current time. In export sectors, the total cost of
shipping and domestic land transportation is more than 40% of the total logistics costs that becomes
one of the reasons of business competition in Indonesia reduced as well as encourages high-cost
economy. The cost of land transportation in Indonesia is higher than in other countries. For example,

Content from this work may be used under the terms of the Creative Commons Attribution 3.0 licence. Any further distribution
of this work must maintain attribution to the author(s) and the title of the work, journal citation and DOI.
Published under licence by IOP Publishing Ltd 1
The 2nd Annual Applied Science and Engineering Conference (AASEC 2017) IOP Publishing
IOP Conf. Series: Materials Science and Engineering 288 (2018) 012004 doi:10.1088/1757-899X/288/1/012004
1234567890‘’“”

delivering products from Warsaw to Hamburg with a distance of 750 kilometers cost a half of
delivering products from Makassar to Enrekang in Sulawesi with only 240 kilometers [2,3].
Transportation issues need comprehensive thinking and handling in order to improve the efficiency
and effectiveness of infrastructure as well as to optimize the limited resource of transportation systems
in regional developments. The increasing road traffic causes serious congestion, delays, accidents and
environmental problems which commonly emerge in major cities as well as in industrialized and
developing countries [4]. A study conducted in Istanbul Turkey [5] showed that one of the reasons of
traffic congestion in the city was a poor public transportation system. Minibuses and old buses cannot
run faster and need longer time, thus causing an increasing queue of vehicles. Government especially
for rapid transit area should carry out renovation as well as improvement of facilities such as installing
Wi-Fi and providing comfortable seats. According to a study conducted by Ali and others [6], bus
passengers were satisfied with the security and ticket prices. There are five dimensions in measuring
quality of service widely applied, namely tangibles, reliability, responsiveness, assurance, and
empathy [7]. These five dimensions were used to measure the quality of public transportation services
[8,9]. A highly efficient model was built to manage bus traffic at Taipei Bus Station in order to reduce
congestion [10]. Importance-performance analysis (IPA) is helpful to evaluate consumer acceptance;
to facilitate data management interpretation; as well as to improve its usefulness in designing strategic
marketing [11]. Therefore, the analysis classified the attributes into four quadrants, namely
concentrate here, keep up with the good work, low priority, and possible overkill.
The study aimed to analyze passenger satisfaction who experienced the services in the provincial
bus stations in the area of Gerbangkertosusila.

2. Methods
Quantitative analysis is a scientific approach for managerial decision making [12]. In business studies,
quantitative research usually measures consumer behavior, knowledge, opinions, or attitudes where
answer “how much, how often, how many, when, and who”. The method used for survey was the
dominant method [13]. Data was collected in numbers and analyzed using available descriptive and
inferential statistics [14]. Data was collected through questionnaires and interviews to people who use
mass transit services (bus) at the Gerbangkertosusila regional stations as well as to related institutions
including the Highway Transportation/Transportation Department. Data collection technique was
sampling with 20 respondents of each region in Gerbangkertosusila. There were 140 questionnaires
distributed, yet 139 were analyzable. The criteria of respondents were aged over 20 years, more than
twice using transportation services in the same bus station.
Importance-Performance Analysis (IPA) was used to examine and analyze the customer
satisfaction and expectations. The importance of service quality (customer expectation) was on how
significant the variables of service for customers. The performance level scaled the service quality
provided by the bus station. The 5-level Likert scale was used to measure the performance level as
“very important/very good, important/good, important enough/good enough, less
important/unfavorable, and not important/not well”. These five levels are scored using 5, 4, 3, 2 and 1.
The performance and expectation levels attributes are:
Tangible - (1) availability of 24-hours customer service, (2) cleanliness and green, (3) availability of
no smoking area, (4) availability of other facilities (mosque, toilet, ticket locker, shopping area,
cafeteria, health room, and parking).
Reliability - (5) accessible location of bus station, (6) availability of bus schedule information, (7)
efficiency of departure schedule, (8) accessible information.
Responsiveness - (9) efficiency of officers in providing services to customers to completion, (10)
efficiency and accuracy of officer in providing information required by the customer, (11) efficiency
of officer responding the emergency conditions in bus station, (12) as well as efficiency of officer
responding complaints and customer problems.

2
The 2nd Annual Applied Science and Engineering Conference (AASEC 2017) IOP Publishing
IOP Conf. Series: Materials Science and Engineering 288 (2018) 012004 doi:10.1088/1757-899X/288/1/012004
1234567890‘’“”

Assurance - (13) security and comfort (such as waiting room) in the bus station and customer issues,
(14) hospitality and courtesy of the officers in serving the customers, (15) reliable service guarantee
given by officers.
Empathy – (16) honesty and patience of the officers in providing services, (17) no differentiating
services (regardless social status), (18) appreciating and prioritizing the service to meet customer
needs.
Next, graphics displayed with a two-dimensional grid forming four quadrants was used to examine
and analyze the performance level and customer expectations accordingly.

Figure 1. Importance-Performance Grid with Attribute Ratings [11].

Quadrant A was an area containing items with relatively high importance not according to
customer expectations, in which the items need to be improved. Quadrant B was an area containing
items with relatively high importance level as well as satisfaction in which those items considered as
supporting factor of customer expectation as those help to satisfy the needs of customers. Quadrant C
was an area containing items with relatively low importance and not special with low satisfaction
level, in which items are relatively low affecting the customer’s advantages. Quadrant D was an area
containing items with relatively low importance, but it has relatively high for satisfaction level. The
cost used to support the incoming items of this quadrant can be deducted in order to save the spending.
The end of the analysis is to assess customer satisfaction through the calculation of the Customer
Satisfaction Index (CSI).

3. Results and discussion

The results of the analysis show the following results. Gresik has the following pattern:

Figure 2. Cartesian diagram of Gresik's district bus station

The succession of the other six regions:

3
The 2nd Annual Applied Science and Engineering Conference (AASEC 2017) IOP Publishing
IOP Conf. Series: Materials Science and Engineering 288 (2018) 012004 doi:10.1088/1757-899X/288/1/012004
1234567890‘’“”

Figure 3. Cartesian diagram of Bangkalan's Figure 4. Cartesian diagram of Mojokerto's

district bus station district bus station

Figure 5. Cartesian diagram of Mojokerto's Figure 6. Cartesian diagram of Surabaya's

City bus station bus station

Figure 7. Cartesian diagram of Sidoarjo's Figure 8. Cartesian diagram of Lamongan's

bus station bus station

From figure 2, based on IPA, Gresik has the following characteristics:

4
The 2nd Annual Applied Science and Engineering Conference (AASEC 2017) IOP Publishing
IOP Conf. Series: Materials Science and Engineering 288 (2018) 012004 doi:10.1088/1757-899X/288/1/012004
1234567890‘’“”

Quadrant A - the attributes were considered important, but performance level did not meet customer
expectation. The attributes in this quadrant were cleanliness and greens in bus station; efficiency of
officers in providing services to customers to completion; efficiency and accuracy of officer in
providing information required by the customer; efficiency of officer responding the emergency
conditions in bus station; as well as efficiency of officer responding complaints and customer
problems.
Quadrant B - the attribute was considered important and its performance level was considered very
good, where should be well maintained in order to keep customers satisfied. Attributes in this quadrant
were availability of facilities (mosque, toilet, ticket locker, shopping area, cafeteria, health room,
parking) and appreciating and prioritizing the service to meet customer needs.
Quadrant C – attribute was considered less important and its performance level was low. Attributes
in this quadrant were availability of no smoking area, hospitality and courtesy of the officers in
serving the customers.
Quadrant D - attribute was considered less important, but the performance level was very well.
Attributes in this quadrant were the availability of 24-hours customer service, accessible location of
bus station, availability of bus schedule information, efficiency of departure schedule, and accessible
information. Using the same way, analyzing each attribute of other regions was not difficult to be
carried out.
Further analysis was the calculation of comparison of performance level & expectations and
customer satisfaction index (CSI). Data is seen in table 1.

Table 1. Comparison of Performance & Expectations Customer Satisfaction and CSI

Region Mean of Performance Mean of Expectations Customer Satisfaction Index
Gresik 3.62 4.56 91%
Bangkalan 3.14 4.22 85%
Mojokerto (district) 2.67 3.98 80%
Mojokerto (city) 3.49 4.30 86%
Surabaya 2.72 4.31 86%
Sidoarjo 2.91 4.49 90%
Lamongan 4.06 4.36 87%

Based on the table above, it shows that all regions have smaller performance than customer
expectations. When the products or services are able to meet the needs and expectations of customers,
the customers would be surely satisfied [15]. Furthermore, when expectations are failed to meet,
dissatisfaction on neither products nor services would appear meaning bus station services are failed to
satisfy customer. The results of this research were similarly to [16] which determine the performance
level of public transport was low in providing services. Local governments were able to improve the
service according to the results of IPA analysis as the characteristics of each region as shown in figure
3-8. Based on the customer satisfaction index calculation, Gresik has the highest level of service
compared to other regions.

4. Conclusion
Finding solution of land transportation problems, especially among cities, should be comprehensively
carried out. One of the problems was persuading people to change transportation modes from private
vehicles to mass transportation.
The results showed that the attributes in service quality were not the same among the regions,
according to their quadrant placement. In general, the bus station service still has not met the overall
customer expectations, though the CSI score was considered high. The customer satisfaction index of
bus terminal service was Gresik (91%), followed by Sidoarjo (90%), Lamongan (87%), Surabaya
(86%), Mojokerto (86%), Bangkalan (85%), and Mojokerto (district) (80%) meaning that region
requires different handling and policies, as customer expectations in bus station were different among

5
The 2nd Annual Applied Science and Engineering Conference (AASEC 2017) IOP Publishing
IOP Conf. Series: Materials Science and Engineering 288 (2018) 012004 doi:10.1088/1757-899X/288/1/012004
1234567890‘’“”

big cities, such as Surabaya had higher service expectations compared to other smaller areas such as
Mojokerto. The policy pattern of service quality of inter-regional bus terminal at regional level was
interesting to observe, for example by comparing bus terminals among big provincial cities in Java or
even Indonesia.

Acknowledgments
Thanks to The Indonesian Directorate General of Higher Education for supporting the research.

References

[1] World Bank 1994 World Development Report 1994 Infrastructure for Development
[2] Carana 2004 Impact of Transport and Logistics on Indonesia’s Trade Competitiveness
[3] The Asia Foundation 2008 Biaya Transportasi Barang Angkutan, Regulasi, dan Pungutan Jalan
di Indonesia (Jakarta: The Asia Foundation)
[4] Bull A 2004 Traffic Congestion: The Problem And How To Deal With It Santiago Chile
[5] Akyüz E 2015 The Solutions To Traffic Congestion In Istanbul J. Acad. Soc. Sci. 3 442–9
[6] Ali Z M, Ismail M, Suradi N R M and Ismail A S 2009 Importance-performance Analysis and
Customer Satisfaction Index for Express Bus Services World Congress on Nature &
Biologically Inspired Computing (NaBIC 2009) Coimbatore India: IEEE 590–5
[7] Parasuraman A, Zeithaml V A and Berry L L 1988 Servqual A Multiple-Item Scale for
Measuring Consumer Perceptions of Service Quality J. Retail 64 12–40
[8] Islam R, Chowdhury M S, Sarker M S and Ahmed S 2014 Measuring Customer’s Satisfaction
on Bus Transportation Am. J. Econ. Bus. Adm. 6 34–41
[9] Verma M, Verma A, P A and Sindhe S 2013 Urban Bus Transport Service Quality And
Sustainable Urban Bus Transport Service Quality And Sustainable Development:
Understanding The Gap 13th World Conference on Transport Research 1–16
[10] Wei C, Chien S I, Hsu M and Wang D 2013 Improving Bus Terminal Operations with Internal
Adaptive Traffic Control J. East. Asia Soc. Transp. Stud. 10 1809–23
[11] Martilla J A and James J C 1977 Importance-Performance Analysis J. Mark. 41 77–9
[12] Render B, Stair R M and Hanna M E 2012 Quantitative analysis for management (New Jersey:
Pearson Education, Inc.)
[13] Cooper D R and Schindler P S 2011 Business Research Methods New York: McGraw-
Hill/Irwin
[14] Bordens K S and Abbott B B 2011 Research Design and Methods A Process Approach New
York: McGraw-Hill
[15] Lamb C W, Hair J F and McDaniel C 2011 Marketing Mason: Cengage Learning
[16] Jinca A A P, Yamin M, Riyanto B and Mulyono A T 2014 The Satisfaction Analysis for the
Performance of Public Transport Urban Areas Int. Ref. J. Eng. Sci. 3 38–44