Analysis of Agra Mas Bus Service Level Case Study of PGC East Jakarta Route – Soekarno Hatta International Airport

The method used in this study is the Importance Performance Analysis (IPA) method. This research was conducted to determine passenger satisfaction, evaluate service levels by referring to service standard indicators from the Directorate General of Land Transportation. The results of the Bus Operational Performance analysis results refer to the Directorate General of Land Transportation standards, the overall results of operational performance have been included in the Good category with a value of 24 points. the results of the questionnaire stated that the service performance was very good (SB) by 16%; Good (B) of 52%; Fairly Good (CB) of 25%; Poor (KB) by 6% and Not Good (TB) by 0%, with reference to the 5 Likert scale. From the Cartesian diagram there are several aspects of concern regarding the level of service, quadrant I there are 8 attributes that are considered important by consumers and their service is very satisfying, Quadrant II there are 1 atributes that are considered very important by customers but the service is not satisfactory.


Introduction
The Agra Mas Bus is one of the public transportation facilities provided by the private sector which was formed in 1985 founded by Mr. Tony [1]. The first route of the fleet starts from the Karawang route and extends to Jabodetabek until 2014 Jabodetabek (BPTJ) transportation management agency cooperates with PO Agra Mas launches Jabodetabek Airport, PO. Agra Mas serves the bus route PGC East Jakarta -Soekarno Hatta International Airport, this is the second route which has now expanded to three new routes that were inaugurated in 2018 namely the Pondok Gede Atrium route (APG) -Soekarno Hatta International Airport [2], with the main task organizing transportation of people and goods on the road using motorized vehicles. In the next development as a private company, the name of Agra Mas was enshrined as a mark of the brand from a Private-Owned Enterprise (BUMS), which until now still consistently carry out its duties as one of the providers of transportation of people and goods by using the bus.
Based on the background outlined above, facilities and services may be declining and there are no periodic updates so customers are not satisfied with the services provided.

Methodology
Importance Performance Analysis is a method used to solve the formulation of problems regarding the level of customer / passenger satisfaction. Companies / services / organizations that prioritize the interests of customers and company performance will get a value measuring the appropriate level of satisfaction [3].

Determine the Number of Respondents
To determine the number of respondents used the sampling method. Here is the Slovin formula used to determine the number of respondents: n = Information: n = number of samples N = total population E = percent leeway for inaccuracy, 10% obtained n = 98.99 = 100 inhabitants, then the required sample of 100 respondents [4].

Importance Performance Analysis (IPA)
In the Importance Performance Analysis (IPA) technique, respondents are asked to rate the level of customer satisfaction with a service by measuring the level of importance by their implementation. Importance Performance Analysis (IPA) formula: Primary data collection was carried out by conducting a direct survey in the field of the East Jakarta PGC route -Soekarno Hatta Airport. The survey was conducted for 2 days namely on weekdays and holidays by taking 2 bus / direction samples (rush hour & outside rush hour). The types of surveys carried out are by means of observation, interviews, documentation and distribution of questionnaires (on-bus) [3].
One day of research is conducted on weekdays Monday to Friday, but taken only one day namely Monday to represent data collection Rush hour: 07:00 -Finish Outside rush hour: 13:00 -Finish One day of research conducted on a holiday that is Saturday or Sunday, but taken only one day to represent data collection on Saturday. Busy Hours: 07:00 -End Outside Busy Hours: 13:00 -End. VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online)  It can be seen that the number of respondents who have male sex are 46 people or 46% and the respondents have female sex as many as 54 people or 54% of 100 respondents [6]. Based on the above data the age of the respondents ranged, 17-20 years with 30 people or 30% of 100 respondents, 21-30 years with 37 people or 37% of 100 respondents, 31 -40 years with 26 people or 26% of 100 respondents, > 50 years with 7 people or 7% of 100 respondents [6]. VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online) Based on the data above the last education of the respondents ranged, high school with 47 people or 47% of 100 respondents, Diploma / D3 with 7 people or 7% of 100 respondents, Bachelor's degree / S2 / S3 with 46 people or 46% of 100 respondents, Others with 0 people or 0% of 100 respondents [6]. Based on the above data the work of the respondents include civil servants, with 11 people or 11% of 100 respondents, private with 51 people or 51% of 100 respondents, students / students with 19 people or 19% of 100 respondents, others with 19 people or 19% of 100 respondents [6]. Based on the data above Frequency of Travel In the last 6 months the respondents included <2 times with 45 people or 45% of 100 respondents, 2-3 times with 36 people or 36% of 100 respondents,> 3 times with 19 people or 19% of 100 respondents [6]. From the calculation results of the above average data as a whole can be concluded: 1. The average of the assessment of the quality of performance is 3.90, it can be said that the respondents' assessment of the quality of performance is good. 2. The average rating of the satisfaction level is 3.85, it can be said that the respondents' assessment of the satisfaction level is satisfied [7]. Based on the results of the Cartesian Output diagram above, it can be concluded:

Quadrant I (Keep Up The Good Work)
Based on the results of the questionnaire survey assessment of respondents there are variables that fall into Quadrant I this attribute is considered very important and the service is very satisfying, the company must maintain it, namely [8]: 1. Attribute 6: Feeling safe while using the services of the bus fleet