The study of the operation of Trans Koetaradja public bus transportation of the corridor II A and II B in Banda Aceh city

Aceh Government is trying to plan the integrated transportation system. Aceh Government has planned the construction of 6 Corridors of Trans Koetaradja Bus, some of them are Corridors II A and II B. The previous public transport cannot accommodate the transportation service needs of the route of Sultan Iskandar Muda Airport - city center - Ulee Lheue Crossing Port. However, currently, the Banda Aceh Trans Koetaradja Public Bus Transportation is projected to be able to improve the services optimally. The purpose of this study is to assess the level of performance and to improve the quality of the service up to the customers' satisfaction expectations. The method of this research comprises the survey, which is sampling Kouto and distributing questionnaires and data analysis. The questionnaire distribution uses statistic test method and Importance Performance Analysis (IPA) through the SERVQUAL approach, namely: reliability, responsiveness, assurance, empathy, and physical evidence. The result of the study is that the current performance of the services of Trans Koetaradja public bus transportation is rated as good; the importance of the service regarding the customers' expectation is rated good; the quality of service provided to customers is rated 94.52%. The conclusion of this study is that there are several shortages of transportation performance, such as the timeliness of arrival, waiting time at bus stops, passenger assistance, and available seats.