CSI Analysis of Transportation Services in Kabupaten Wakatobi

Abstract

The Wakatobi Islands are one of the national priority tourist destinations in the 2020-2024 Medium Term Development Plan (RPJM), but the level of transportation services is not yet adequate. The physical condition of the area in the form of an archipelago is one of the obstacles in transportation services besides the limited accessibility of transportation, the availability of facilities and infrastructure to support tourism and human resources. The purpose of this study was to determine public satisfaction with the level of transportation services in Kabupaten Wakatobi. The analysis method used is the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) using seven indicators of transportation services, namely network connectivity, intermodal integration, travel time, travel costs, comfort, safety, and security. Based on the CSI analysis, it was found that the public satisfaction score was 52.73% which was included in the sufficient category with a value range of 50% to 80%. The IPA results state that the most important indicators to be improved are travel costs, comfort, intermodal integration, and travel time.