Customer Satisfaction Index (CSI) Analysis Of The Performance Of City Transportation Services Within The Province (AKDP) In Gorontalo Province - Indonesia

Fajar Susilo, Anton Kaharu and Mohammad Yusuf Tuloli

International Journal of Scientific Research in Science and Technology, 2025, vol. 12, issue 1, 696-705

Abstract: Transportation is a vital sector that supports the socio-economic activities of the community, including Angkutan Kota Dalam Provinsi (AKDP) in Gorontalo Province, Indonesia. This study aims to analyze the level of customer satisfaction (Customer Satisfaction Index) towards AKDP service performance in Gorontalo Province, based on parameters in the five dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and physical condition (tangible). This study used a survey method with a questionnaire to collect data from 348 AKDP user respondents. The analysis was conducted by measuring CSI and evaluating the performance of each service indicator. The results showed that AKDP CSI in Gorontalo is at a low level or has not met user expectations, with an average score of 53.81%, with a Gab value of -2.07. This shows the need to improve service quality on 5 (five) aspects, especially reliability, tangible, empathy, responsiveness and assurance. This study provides strategic recommendations for AKDP service providers and policy makers to improve transportation performance in Gorontalo.

Keywords: Customer Satisfaction Index; AKDP performance; Gorontalo; service quality (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://ijsrst.com/home/article/view/IJSRST2511241 Abstract page (text/html)
https://ijsrst.com/home/article/download/IJSRST2511241/IJSRST2511241 Full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:etm:ijsrst:v12:y2025:i1:id:622

DOI: 10.32628/IJSRST2511241

Access Statistics for this article

More articles in International Journal of Scientific Research in Science and Technology from Technoscience Academy
Bibliographic data for series maintained by Pankaj Sharma ().