The Key quality despends on the operator’s performance as the caretaker
of the public transportation and can be measured by the satisfaction level of the
consumer (passenger). The research was aimed at analyzing services given by the
caretaker of public transportation at Purwokerto. The sampling technique was
purposive sampling. The analysis method was GAP analysis between performance
and the hope of service dimension or used SERVQUAL method (service quality)
that which consistedof tangible attribute, reliability, responsiveness, assurance,
empathy.
The results show the research showed that performance score was (2,9)
and hope was (3,9) so the Gap was (-1,0) which meant that the passengers were
not satisfy with the public transportation’s service at Purwokerto, it was caused by
11 variables that stated dissatisfy and 6 variables satisfy enough, meanwhile, the
12 variables of passengers hope was stated important enough and 5 important
variables.