EVALUASI KINERJA LAYANAN ANGKUTAN KOTA PETE PETE DI KOTA MAKASSAR

The problem of transportation in Makassar City is traffic congestion. One of the government's efforts is to provide pete pete city transportation. Pete pete city transportation must meet service performance that refers to PM 98 of 2013 and PM 29 of 2015. Passenger satisfaction is one of the determining factors of public interest in public transportation. Thus, a study of user preferences is needed to determine the need for transportation services according to the wishes of the community.
The purpose of this study was to determine what service indicators need to be improved as an effort to increase the number of passengers on pete pete city transportation. The research data was obtained from questionnaire data with 16 variables, and the respondent population was users of pete pete city transportation services. The data analysis method consists of 3 methods, namely the IPA (Importance Performance Analysis), Gap Analysis, CSI (Customer Satisfaction Index) methods.
The results of the IPA analysis, it is known that the services in quadrant 1 are services with the highest priority to be improved, namely: smoking ban; driver attitude and behavior skills towards passengers found on all Pete Pete city transportation routes. In the GAP analysis, the service indicators for Pete Pete city transportation were mostly negative (-), and were considered dissatisfied. In the CSI method calculation, it can be seen that the satisfaction value for each Pete Pete city transportation route was considered quite satisfied. However, 4 out of 14 routes, namely route B1, route E, route F, route F1, route S were still considered less satisfied.

Keywords: Pete Pete city transportation, user preferences, Importance performance analysis (IPA) method, Gap Analysis method, Customer satisfaction index (CSI) method.