THE INFLUENCE OF ANALYSIS SERVICE QUALITY TO CUSTOMER SATISFACTION (CASE STUDY: DAMRI BUS IN PONTIANAK)
The aim of this research is to understand and analyze the perspective of service quality to customer satisfaction and also to evaluate service quality Damri Bus based on regulation from government. The study examined the effect of service quality on satisfaction and how quality can be improved. This research uses
the mixed method, which is a combination of qualitative and quantitative methods. The survey was conducted by questionnaire to passengers Damri Bus in Pontianak, Indonesia and total of 275 passengers participated in this survey, while another survey is an interview. Damri Bus management and local government (Dishubkominfo) were selected for the interview. SERVQUAL method and Important Performance Analysis (IPA) are used for analysis in this research. Service quality has an influence on customer satisfaction based on a survey conducted. The existence of minimum service standards issued by the government to help the operator as a guideline in the implementation of public transport for passengers while getting a guarantee of service.