Institutional Repository UIN Sunan Kalijaga YogyakartaANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN JASA TRANSPORTASI COMMUTER LINE LINTAS YOGYAKARTA – PALUR MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) - STUDI KASUS PADA PT KERETA COMMUTER INDONENIM.: 22106060011Nasywa Talitha Putri Guritno RosyadiauthorThe Yogyakarta-Palur Commuter Line operated by PT Kereta Commuter Indonesia (PT KCI) is a rail-based public transportation mode that facilitates community mobility in the Special Region of Yogyakarta and Palur, Central Java, with a passenger count reaching 9,015,768 people in 2025. The high passenger volume demands optimal service quality, but there is still a mismatch between expectations and customer satisfaction, necessitating a systematic, data-driven evaluation. This study aims to measure the value of the gap in customer perception and expectations based on the five dimensions of Service Quality (SERVQUAL), identify service attributes that are the main priority for improvement through Importance Performance Analysis (IPA), and analyze the factors causing the gap using a fishbone diagram while producing recommendations for targeted improvements. A quantitative approach was applied by distributing questionnaires to 410 respondents with a 95% confidence level and a 5% margin of error, and data were analyzed using the SERVQUAL method, IPA, and fishbone diagram. The results showed an average perception score of 4.158 and an expectation score of 4.138, resulting in a service quality (Q) score of 1.005, which is considered good. The Responsiveness dimension received the highest score (Q = 1.019), while the Assurance (Q = 0.997) and Empathy (Q = 0.999) dimensions were still below 1. The IPA mapping placed four attributes in Quadrant A as the main improvement priorities: punctuality (RL3), officer intervention (EM13), ticket rates are commensurate with the services provided (EM16), and station and train cleanliness (T20). Based on the fishbone diagram analysis, strategic recommendations were obtained in the form of signaling system modernization, service excellence training, distance-based fare policy evaluation, and cleanliness supervision and passenger education.670 Teknik Industri2026-05-13UIN SUNAN KALIJAGA YOGYAKARTA;FAKULTAS SAINS DAN TEKNOLOGIThesis

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