INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS)  
ISSN No. 2454-6186 | DOI: 10.47772/IJRISS | Volume IX Issue X October 2025  
Analysis of Passenger Satisfaction Level of Public Transportation on  
the Plaosan-Magetan Terminal Route  
Yayan Basuki., Taufikkurrahman*., Lila Kurnia Wardani  
Department of Civil Engineering, Faculty of Engineering, Wisnuwardhana University of Malang,  
Indonesia  
DOI: https://dx.doi.org/10.47772/IJRISS.2025.910000843  
Received: 07 November 2025; Accepted: 14 November 2025; Published: 26 November 2025  
ABSTRACT  
In a competitive environment, the main priority for public transport service providers is passenger satisfaction,  
enabling them to survive, compete, and capture market share. This study aims to assess passenger satisfaction  
with the service performance of the Plaosan–Magetan route public transport and to identify the indicators  
influencing user satisfaction. The research employs the Importance Performance Analysis (IPA) method and  
adopts a descriptive survey approach. Data collection was conducted through interviews using a questionnaire  
administered to 100 respondents, gathering respondent characteristics and their attitudes toward service quality  
and passenger satisfaction variables. The results reveal that all six service dimensions exhibited negative gap  
values, indicating that, overall, the service provided by the Plaosan–Magetan route public transport does not yet  
meet customer expectations. Based on IPA analysis, five attributes were identified in quadrant one as top  
priorities for improvement: adequate passenger numbers according to vehicle capacity, mandatory accident  
liability coverage, operator identification via ID cards and uniforms, priority service for pregnant women, the  
elderly, people with disabilities, and children, as well as fare information. To enhance passenger satisfaction,  
this study recommends that public transport companies instill greater discipline among employees and establish  
clear standard operating procedures to be followed by all drivers.  
Keywords: Public transport, Passenger satisfaction, Importance–Performance Analysis (IPA)  
INTRODUCTION  
Public transportation plays a vital role in supporting community mobility, especially in semi-urban areas such  
as Magetan Regency. The Plaosan Terminal – Magetan Terminal route is one of the main corridors serving  
residents’ daily travel needs, including students, workers, and merchants. However, as demands for comfort and  
service efficiency increase, evaluating passenger satisfaction has become increasingly crucial. Passenger  
satisfaction is a key indicator of public transportation service performance. Satisfaction is influenced by several  
factors, such as punctuality, vehicle comfort, driver behavior, fares, and safety (Putra et al., 2022; Junianto,  
2020). A study by Geurs and van Wee (2004) emphasized the importance of accessibility as an indicator of  
transportation performance, including ease of reaching destinations, travel time, and affordability. In the context  
of local routes such as Plaosan–Magetan, accessibility is a crucial factor for people living in hilly or suburban  
areas. Research by Tandirerung et al. (2023) shows that passenger demographic characteristics, such as age,  
gender, and occupation, also influence perceptions of public transportation service quality. Therefore, passenger  
satisfaction analysis needs to consider social and spatial variables unique to the Magetan area. To systematically  
assess and map service improvement priorities, the Importance-Performance Analysis (IPA) approach has  
proven effective. IPA enables the identification of service attributes based on two main dimensions: the level of  
importance and the degree of performance as perceived by users (Martilla & James, 1977).  
The IPA method has been widely applied in transportation studies in Indonesia, such as for evaluating urban  
transit services (Sari et al., 2021), intercity bus services (Yuliana & Prasetyo, 2023), and other urban transit  
systems. By mapping service attributes into four quadrants—main priorities, maintain performance, low priority,  
and excessive—IPA provides a solid foundation for strategic decision-making by operators and local  
governments  
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INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS)  
ISSN No. 2454-6186 | DOI: 10.47772/IJRISS | Volume IX Issue X October 2025  
Evaluation of public transport service quality has become a central theme in many studies, primarily to enhance  
user satisfaction and operational efficiency. One widely used approach is Importance-Performance Analysis  
(IPA), which maps service attributes according to their level of importance and performance from the users’  
perspective (Martilla & James, 1977).  
In Indonesia, the IPA method has been applied in various local transportation studies. Solehatin and Purbohastuti  
(2019) combined IPA and SERVQUAL to assess the Rangkasbitung Commuter Line, demonstrating that  
reliability and route information were top priorities for service improvement. Internationally, Chou et al. (2020)  
employed IPA to evaluate urban bus services in Taiwan, finding that cleanliness, comfort, and accessibility  
significantly affect user loyalty. Additionally, Kuo & Yang (2021) in South Korea revealed that integrating IPA  
with multi-criteria analysis can enhance the accuracy of service attribute mapping in multimodal transport  
systems.  
These studies highlight IPA as an effective tool for identifying strengths and weaknesses in public transport  
services and for developing data-driven improvement strategies. In the context of local routes such as Plaosan  
Terminal – Magetan Terminal, this approach is especially relevant for understanding the community’s specific  
needs and drawing up actionable recommendations for local authorities. Notably, few studies have specifically  
assessed passenger satisfaction using the IPA method, despite this route’s unique geographic and social  
characteristics, such as hilly terrain, limited fleet size, and diverse user backgrounds. Therefore, this study aims  
to:  
Identify service attributes considered important by passengers.  
Measure actual service performance based on user perceptions.  
Establish service improvement priorities based on IPA mapping results.  
The findings are expected to provide strategic input for the Magetan Regency Transportation Agency and public  
transport operators in enhancing service quality and encouraging increased public usage of public transport.  
MATERIALS AND METHODS  
Research Location and Period  
This study was conducted in July 2024, focusing on public transportation operating on the Plaosan–Magetan  
route. Data collection took place over three days: July 24, 28, and 29.  
Population and Sample  
The population comprised users of the public transport service. The sample size was determined using the Slovin  
formula, which provides a basis for obtaining a representative sample and thereby ensures the validity and  
generalizability of the findings.  
Types and Sources of Data  
Both primary and secondary data were used in this study. Primary data were collected by distributing  
questionnaires directly to respondents, while secondary data consisted of daily passenger counts.  
Research Instrument  
The instrument utilized was a Likert-scale questionnaire designed to measure respondents’ opinions, attitudes,  
and perceptions. The questionnaire consisted of two main parts:  
1. Importance (Variable X): used to measure the significance of service performance indicators for  
respondents.  
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INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS)  
ISSN No. 2454-6186 | DOI: 10.47772/IJRISS | Volume IX Issue X October 2025  
2. Performance (Variable Y): used to assess the level of respondent satisfaction with service performance  
indicators.  
Data Collection Technique  
Data collection involved field surveys for both primary and secondary data. Primary data were obtained through  
field observations and the distribution of questionnaires to passengers on the Plaosan–Magetan route. The  
questionnaire was developed according to predetermined characteristics and employed a five-point Likert scale  
to gauge respondents’ views on the importance and satisfaction related to the service. Collection of questionnaire  
responses was carried out via the Google Forms platform.  
Data Analysis Technique  
Data analysis was performed using both the Operational Performance method, as defined by the Directorate  
General of Land Transportation, and Importance Performance Analysis (IPA). The operational performance  
method was used to assess terminal performance based on field survey data, while IPA was applied to analyze  
user responses from the distributed questionnaires.  
RESULTS AND DISCUSSION  
The demographic characteristics of respondents in this study include gender, age, occupation, and income. Data  
collected from the questionnaire resulted in a total of 100 respondents.  
Table 1. Respondent Characteristics  
No  
1
Characteristics  
Gender:  
Value in Number Percentage  
Male  
18  
82  
18  
82  
Female  
2
Age:  
12-20 years  
20-30 years  
30-40 years  
40-50 years  
>50 years  
15  
10  
17  
46  
12  
15  
10  
17  
46  
12  
3
Occupation categories:  
Student/ College Student  
Private Employee  
entrepreneur  
Civil Servant  
Housewife  
22  
3
22  
3
54  
1
54  
1
6
6
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INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS)  
ISSN No. 2454-6186 | DOI: 10.47772/IJRISS | Volume IX Issue X October 2025  
Project Worker  
Teacher  
5
5
9
9
Total  
100  
100  
The majority of public transport users on the Plaosan–Magetan route are female (82%). The largest age group  
of users is 40–50 years old (46%), indicating that this service is predominantly utilized by individuals in their  
productive years. In terms of occupation, most public transport users are entrepreneurs (54%), which highlights  
the crucial role of public transport as a primary connector between residential areas and workplaces.  
Validity and Realibility Testing  
Validity testing was conducted on the questionnaire related to both the actual and expected conditions of  
passengers. The validity test was performed to determine whether the question items in the questionnaire were  
appropriate for collecting respondent answers. Validity assessment was carried out using SPSS software, with  
decisions based on whether the computed correlation (Corrected Item-Total Correlation) exceeded the critical  
value from the correlation table. In this study, validity testing involved 100 respondents, with a correlation table  
value of 0.195 at a 0.05 significance level. Further evaluation using Pearson Correlation results in SPSS  
demonstrated that the calculated correlation for each attribute exceeded the table value. For example, the first  
attribute regarding importance had a corrected correlation value of 0.89375, which was greater than 0.195,  
indicating that the questionnaire items were valid. This validation allowed the process to continue to the next  
stage.  
Reliability testing is considered successful when respondent answers are consistent or stable over time.  
Reliability for each research variable was assessed using Cronbach’s Alpha. A variable is deemed reliable if the  
Cronbach’s Alpha coefficient is greater than 0.60 (Arikunto, 2017:89). Reliability testing was performed using  
IBM SPSS Statistics 25, referencing the Reliability Statistics output table. The Cronbach’s Alpha coefficient for  
the importance data was found to be 0.927, and 0.916 for performance data. As both coefficients are greater than  
0.6, the questionnaire is considered to have very high reliability. Thus, responses from 100 participants to 15  
questions met the criteria for subsequent data analysis.  
Importance Performance Analysis  
IPA analysis employs the Cartesian diagram. The analysis process involves calculating the horizontal axis (X),  
which represents service quality scores, and the vertical axis (Y), which indicates expectation scores. The  
average scores for performance and expectations are used to determine the intersection point on the Cartesian  
diagram, which then divides the diagram into four quadrants  
Table 2. Result Of Gap Value Calculation  
Comfort  
Importance  
4,95  
Satisfaction  
2,22  
Gap  
-2,73  
-0,4  
1. All passengers get a seat.  
2. There are windows that can be opened and closed  
4,95  
4,55  
3. There is a trash bin or plastic bag available inside the public 3,95  
transport vehicle  
1,22  
-2,73  
Safety  
4. The driver is in a healthy condition  
4,95  
4,22  
-0,73  
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INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS)  
ISSN No. 2454-6186 | DOI: 10.47772/IJRISS | Volume IX Issue X October 2025  
5. The driver knows the route being served, is skilled in operating the 4,95  
vehicle, and is polite to passengers.  
4,91  
-0,04  
6. There is a flashlight available.  
4,67  
4,95  
3,5  
-1,17  
-1,73  
7. There is mandatory liability insurance for traffic accidents.  
Security  
3,22  
8. The driver has an ID card and wears a uniform.  
4,95  
3,22  
4,3  
-1,73  
-0,65  
9. There is route information (destination/ route served) complete 4,95  
with the transportation department logo  
10. There is information about the type of service (class and name of 4,67  
the public transport company).  
3,47  
-1,2  
Affordability  
11. Services are provided according to the predetermined route  
12. There is a fixed fare charged to passengers  
Equality:  
4,95  
4,94  
4,95  
4,04  
0
-0,9  
13. Pregnant women, the elderly, people with disabilities, and children 4,97  
are given priority when boarding and alighting.  
3,22  
-1,75  
Regularity  
14. Fare information is available  
4,9  
3,51  
4,11  
-1,39  
-0,84  
15. There is route or destination information for the service provided  
4,95  
Source: Data Analysis  
Figure 1. Quadrant Analysis  
Source: Data Analysis  
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INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS)  
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The results of the Importance-Performance Analysis (IPA) revealed a discrepancy between passenger  
expectations and the actual service provided on the Plaosan–Magetan public transport route. Most attributes had  
negative gap values, indicating that passenger satisfaction levels did not align with their expectations. Attributes  
with the largest negative gaps, such as seat availability (Gap: -2.73), uniformed drivers (Gap: -2.73), and use of  
dedicated lanes (Gap: -2.73), were located in Quadrant II of the IPA Cartesian diagram. This position signifies  
that these attributes are highly important to passengers but are not sufficiently fulfilled. These findings are  
consistent with the study by Aldri Frinaldi et al. (2020), which identified the quality of driver service as a key  
factor influencing passenger satisfaction in public transport. Additionally, amenities for priority groups—  
pregnant women, the elderly, and people with disabilities (Gap: -1.75)—also showed notable dissatisfaction,  
underscoring the need for an inclusive approach in public transport design and operations, as suggested by Geurs  
& van Wee (2004) in accessibility research. Attributes found in Quadrant I, such as careful driver behavior (Gap:  
-0.04) and affordable fares (Gap: 0.00), indicated high passenger satisfaction regarding these crucial service  
aspects; these should be maintained as operational standards. Solehatin & Purbohastuti’s (2019) study on the  
Commuter Line also demonstrated that driver behavior and fare affordability are among the most valued  
attributes. Meanwhile, attributes such as fare information (Gap: -1.69) and route information (Gap: -0.84)  
occupied an intermediate position, indicating the need for enhanced transparency and service communication.  
Research by Chou et al. (2020) in Taiwan and Kuo & Yang (2021) in South Korea also emphasizes that clarity  
of fare and route information significantly affects public transport user loyalty. In summary, these findings show  
that improving public transport service quality requires attention not only to technical aspects of vehicles but  
also to information management, driver professionalism, and service inclusivity. The IPA approach has proven  
effective in identifying priorities for improvement and formulating strategies based on user perceptions.  
CONCLUSION  
This study examined passenger satisfaction with public transport services on the Plaosan–Magetan route using  
the Importance-Performance Analysis (IPA) approach. The results indicate that most service attributes had  
negative gap values, highlighting a mismatch between user expectations and actual service experiences.  
Attributes with the largest gaps, such as seat availability, driver identification (uniforms), use of dedicated lanes,  
and facilities for vulnerable groups, fall into the top-priority quadrant and require immediate attention from  
service providers and transport authorities. Conversely, attributes such as careful driver behavior and fare  
affordability demonstrated high satisfaction and should be maintained. These findings affirm that improving  
public transport service quality depends not only on technical aspects of vehicles but also on operator  
professionalism, information transparency, and inclusive service design. The IPA method has been shown to be  
effective in identifying user perception-based improvement priorities. This research provides a robust  
groundwork for the formulation of local transport policies that are more responsive to community needs and  
supports targeted, sustainable service improvements.  
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