DOI: -

Keywords: Public Transportation, Kota Mataram, Service, Importance Performance Analysis, Angkutan Umum, Mataram, Pelayanan

ABSTRACT

Public transportation plays a very important role in supporting community activities. The problems that exist in public transportation in the city of Mataram mainly lie in the quality of service which includes several aspects including the attitude and professionalism of the operator, the safety and comfort of the fleet, timeliness, and a clear information system. Primary data collection in this study was conducted through the online questionnaire distribution method, while secondary data collection was conducted through previous journal review methods. The data were then analyzed using the Importance Performance Analysis method. The operational condition of the fleet shows an unfavorable level of service which in general starts from the facilities provided for first aid (P3K) in public transportation, the presence and readiness of security officers in public transportation, to passenger seating facilities that are safe and comfortable. Thus, steps that can be taken to overcome these problems are by providing more complete security facilities, ensuring the readiness of security officers in the fleet, and improving facilities and seat management in the fleet.