Integration of Importance Performance Analysis (IPA) and Kano Model to Improve the Manggarai Station Service Quality

Manggarai Station is one of the transit stations with the highest number of passengers and will become the first central station in Indonesia. However, the process of station construction and changes in transit patterns resulted in a significant increase in the number of passengers, which had an impact on the quality of services provided. There are many complaints made by passengers due to the buildup which results in the discomfort they feel when traveling at Manggarai Station. This research aims to determine the order of priority and strategies required for each service attribute using the integration of Importance Performance Analysis (IPA) and Kano, determine the causes of dissatisfaction and low performance received by passengers, and provide recommendations for improvements to the service quality of Manggarai Station. The methods used in this research are Importance Performance Analysis (IPA) and the Kano Model, then the results of both are integrated. Based on the processing results, the categorization results obtained using the IPA method were divided into four quadrants based on performance and importance, the Kano category results were based on satisfaction and dissatisfaction, and the IPA and Kano results were integrated. The results of the IPA and Kano integration show that 4 of the 14 service attributes are included in the Fatal category, which means that performance needs to be improved in order of top priority.