Evaluation of Perceived Service Quality of School Bus Route C Based on SERVQUAL Dimensions Using the Importance–Performance Analysis (IPA) Approach

Abstract

School bus services are an integral part of public transportation that supports students' mobility and improves access to education. This study aims to evaluate users' perceptions of the service quality of School Bus Route C in Sragen Regency based on the SERVQUAL dimensions and to identify service attributes requiring priority improvement using the Importance–Performance Analysis (IPA) approach. A quantitative descriptive survey was conducted involving 100 student respondents selected through accidental sampling. Data were collected using structured questionnaires and analyzed using the SERVQUAL method to measure the gap between users' perceptions and expectations, followed by IPA to determine service improvement priorities. The results indicate that all service quality dimensions have negative gap values, suggesting that service performance has not fully met users' expectations. Attributes related to comfort, supporting facilities, and staff responsiveness were identified as priorities for improvement, while reliability and safety should be maintained because their performance meets users' expectations. These findings provide practical guidance for local governments to improve school bus service quality through more effective and user-oriented public transportation management.