Analisa Tingkat Kepuasan Pengguna Jasa Transportasi Bus Damri Terhadap Kinerja Pelayanan (Trayek Bangkinang-Pekanbaru)

Along with the development of an increasingly rapid and advanced era, it is demanded that there is mobility or movement of people from one place to another quickly and safely. So that human needs become easy and fast can be fulfilled. The need for transportation from each region in Riau Province to the city of Pekanbaru is increasingly needed to facilitate the community in supporting all their mobility needs. Land transportation is a facility used by communities between regions in one Province. In this study the transportation of the people in the area in question is the Damri Bus Airport, Bangkinang Pekanbaru route. This study aims to determine the level of passenger satisfaction with the service performance of the Damri Bus and find out indicators that affect service user satisfaction. The method used in this study to analyze the indicators of passenger satisfaction and service performance is the method of the Customer Satisfaction Index (CSI) and the Importance Performance Analysis (IPA) method. This type of research is a survey with descriptive analysis method. Through interviews in the form of question and answer using questionnaire tools to obtain respondents 'characteristics data and data on respondents' attitudes to service quality and variable passenger satisfaction Damri Bus airport. The questionnaire was distributed to 200 Damri Bus passengers with the aim of Bangkinang Pekanbaru and vice versa. Then the researchers also conducted observations or observations directly of the Damri Airport Bus operational activities and the activities of the respondents filling out questionnaire entries. After the answers obtained from respondents in the form of ordinal data and Likert scale, then tested the validity and reliability using the Microsof Excel program. Based on the results of the analysis that has been carried out, the results of the level of importance of service users have been obtained, we can see from the CSI value of 0,76 based on the Index table classified as Satisfied criteria. Damri buses still have to improve performance because there are still some attributes that lack service performance, namely facilities at the bus stop, and reliability of facilities inside the bus such as music, and air conditioning