ANALISIS KINERJA LAYANAN ANGKUTAN UMUM BUS TRANS METRO BANDUNG (STUDI KASUS: KORIDOR 1 CIBIRU – CIBEUREUM

The presence of public transportation, such as the Trans Metro Bandung (TMB) Bus, is crucial. However, if not managed effectively, it can lead to issues that compromise safety, comfort, and security. This study aims to analyze the service performance of Trans Metro Bandung Corridor 1, focusing on variables such as safety, security, comfort, affordability, equity, and regularity. Additionally, questionnaires were distributed to passengers of TMB Corridor 1 to collect data on their satisfaction and the importance they place on these variables.
This research employs Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), and Gap Analysis to provide a comprehensive view of service performance. IPA is used to identify the most critical service attributes for users and to evaluate actual performance. CSI quantifies customer satisfaction, offering insights into user perceptions of the provided services (Widodo & Sutopo, 2018). Gap Analysis identifies discrepancies between customer expectations and actual service performance, highlighting areas that require improvement (Haryono, 2010). The combination of these three methods allows the study to offer comprehensive, data-driven recommendations for enhancing public transportation services.
The analysis results indicate that, overall, the service level of the TMB Bus is satisfactory. However, certain indicators, particularly the air conditioning system, fall into Quadrant I, signifying a high importance but low performance. The Gap Analysis reveals that the air conditioning system has the highest negative gap value, indicating a significant mismatch between passenger expectations and the actual service provided.

Keywords: Trans Metro Bandung, Service Performance, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), Gap analysis.