Evaluation of the operational performance of city minibus in palangka raya city

The provincial capital of Central Kalimantan is Palangka Raya. Palangka Raya, which had a population of 293,500 in 2020, saw population increase of 2.78% from the previous year. This population growth rate will have a big impact on how mobile the population becomes and how many people utilize private vehicles. City minibuses are one of the passenger-only kinds of public transportation that operate in Palangka Raya City and service urban areas. The 5 (five) fixed routes that will be examined in this study are those that are served by the city minibuses A, B, C, E, and F of Palangka Raya. The COVID-19 pandemic was in effect when this study was completed. This study will use the CSI (Customer Satisfaction Index) and QFD (Quality Function Deployment) methods to determine the operational performance of city minibuses. Based on the Director General's Decree No.687/AJ.206/DRJD/2002, three service performance parameters need to be handled in a pandemic: service time, number of operational vehicles, and number of passengers. According to the CSI analysis (Customer Satisfaction Index), the existing fleet should be modernized because it is what Quality Function Deployment advised based on the HOQ matrix.