Proceedings of the 6th Mechanical Engineering, Science and Technology International conference (MEST 2022)

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Service Quality Analysis on Tracking System and Management of Bus Passenger Study at PT Indo Trans Teknologi

Authors
Fanni Husnul Hanifa1, *, Gita Indah Hapsari2, Giva Andriana Mutiara2, Dandy Marcelino1, Muhammad Rizqy Alfarisi2, Lisda Meisaroh2, Aris Pujud Kurniawan3
1Marketing Management Department, Telkom Applied Science School, Telkom University, Bandung, Indonesia
2Computer Engineering Department, Telkom Applied Science School, Telkom University, Bandung, Indonesia
3PT Indo Trans Teknologi, Jakarta, Indonesia
*Corresponding author. Email: fannihusnul@telkomuniversity.ac.id
Corresponding Author
Fanni Husnul Hanifa
Available Online 19 April 2023.
DOI
10.2991/978-94-6463-134-0_39How to use a DOI?
Keywords
service quality analysis; importance performance analysis; tracking system; bus passenger management; event data recorder
Abstract

Technological advancement affects a country’s social, political, and transportation development. Operating system, facilities, and infrastructure all use modern bus technology. Therefore, valid data about bus passengers is needed to optimize facilities and passenger numbers. This research involves developing an EDR system to collect passenger behavior data. The test was conducted by sending questionnaires to 32 bus passengers who had followed the passenger tracking and management detection system trial procedure. The gap between expectations and reality was −0.24. Physical appearance (tangible), reliability, and assurance are used to measure customer satisfaction. Quadrant A needs better service guarantee standards. Quadrant B attributes are defensive strategies, so their implementation should be maintained because, according to passengers, it’s good. In the future, they may become prioritized attributes. Then improve Quadrant C with new strategies. While there are no attributes in quadrant D, indicating no unanticipated or unimportant dimensions or factors, management can allocate existing resources to more urgent and prioritized factors.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 6th Mechanical Engineering, Science and Technology International conference (MEST 2022)
Series
Advances in Engineering Research
Publication Date
19 April 2023
ISBN
10.2991/978-94-6463-134-0_39
ISSN
2352-5401
DOI
10.2991/978-94-6463-134-0_39How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Fanni Husnul Hanifa
AU  - Gita Indah Hapsari
AU  - Giva Andriana Mutiara
AU  - Dandy Marcelino
AU  - Muhammad Rizqy Alfarisi
AU  - Lisda Meisaroh
AU  - Aris Pujud Kurniawan
PY  - 2023
DA  - 2023/04/19
TI  - Service Quality Analysis on Tracking System and Management of Bus Passenger Study at PT Indo Trans Teknologi
BT  - Proceedings of the 6th Mechanical Engineering, Science and Technology International conference (MEST 2022)
PB  - Atlantis Press
SP  - 399
EP  - 414
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-134-0_39
DO  - 10.2991/978-94-6463-134-0_39
ID  - Hanifa2023
ER  -