Abstract:
In recent times, travel businesses of Bandung-Jakarta route grow very
rapidly. This happens because the transportation need between these two cities
is very high and there is improvement in infrastructures. The user of this road
transportation has increased since the establishment of Cipularang highway.
Road transportation is considered to be more efficient than the other types of
transportation.
The high amount of passenger causes travel service providers to
compete each other. The imbalance of market supply and demand cause a tight
competition among these providers. The competition not only occurs in tariff or
ticket price, but also in the quality of service. Every providers is trying to give the
best service to the customers.
Citi Trans is one of travel business provider that serves the Bandung-
Jakarta route.The atmosphere of tight competition is also experienced by Citi
Trans. The number of customers is decreasing. In the situation like this, Citi
Trans need to evaluate their quality of service. It has to identify which attributes
have an effect on quality of service and is important to the customers. In this
research, author uses another travel service provider, Xtrans, as a standard of
comparison.
The method used in this service quality comparison is correspondence
analysis. In essence, this method is a part of perceptual mapping technique i.e.
the technique of object and attributes placement in perceptual mapping. The
placement shows the service attributes that becomes the strengths and
weaknesses of each providers based on the distances. After data processing, we
gain the information about the attributes that becomes the strengths and
weaknesses of Citi Trans and Xtrans. The attributes are numerous departure
points, strategic departure points, departure times, parking lots, clean and
convenient toilets, praying places, on-time departure schedules, good customer
service, nice travel employees, driver's response to the passengers, driver's
driving skill.
