Proceedings of the International Conference on Recent Innovations in Sustainable Engineering Solutions 2025 (ICONRISES 2025)

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Passenger Satisfaction Analysis of the Arjonegoro Commuter Line Route Sidoarjo–Bojonegoro Using the Importance Performance Analysis (IPA) Method

Authors
Fithri Estikhamah1, *, Aulia Dewi Fatikasari1, Achmad Dzulfiqar Alfiansyah1, Minarni Nur Trilita1, Rizki Firman Alamsyah1, Muhamad Alif Rifaldi1, Steffanie Christarindra2, Rohmahillah Aviskanasya Septiandri3
1Study Program of Civil Engineering, Faculty of Engineering and Sains, University of Pembangunan Nasional “Veteran” East Java, Surabaya, East Java, Indonesia
2Department of Civil Engineering, Faculty of Civil, Planning, and Geo Engineering, Sepuluh Nopember Institute of Technology, Surabaya, East Java, Indonesia
3Department of Civil Engineering, Faculty of Engineering, University of Jember, Jember, East Java, Indonesia
*Corresponding author.
Corresponding Author
Fithri Estikhamah
Available Online 15 December 2025.
DOI
10.2991/978-94-6463-920-9_6How to use a DOI?
Keywords
Passenger Satisfaction Analysis; Importance Performance Analysis; Commuter Line
Abstract

The Arjonegoro Commuter Line Route Sidoarjo–Bojonegoro plays a crucial role in connecting densely populated areas and economic centers in East Java, including Sidoarjo, Surabaya, Lamongan, and Bojonegoro. This service is critical in supporting people’s daily mobility. Given that this service is still rela-tively new, evaluating passenger satisfaction is a crucial step in measuring service effectiveness and identifying areas that require improvement. One suitable meth-od is Importance Performance Analysis (IPA), which maps service attributes based on their importance and performance levels according to user perceptions. This method can help uncover gaps between passenger expectations and reality. Based on the research results, the attribute that received the “very satisfactory” category was the availability of emergency safety information and equipment such as fire extinguishers, emergency brakes, glass breakers, and evacuation route directions. This is reflected in the highest average performance score of 93.60%. Meanwhile, the attribute with the “lowest performance” rating according to passengers was the availability of a dedicated space with complete facilities for breastfeeding mothers and babies on the train, with an average score of 59.02%. These results indicate that although the service is generally quite satisfactory, there are still certain aspects that require further attention to improve the quality of service.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Recent Innovations in Sustainable Engineering Solutions 2025 (ICONRISES 2025)
Series
Advances in Engineering Research
Publication Date
15 December 2025
ISBN
978-94-6463-920-9
ISSN
2352-5401
DOI
10.2991/978-94-6463-920-9_6How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Fithri Estikhamah
AU  - Aulia Dewi Fatikasari
AU  - Achmad Dzulfiqar Alfiansyah
AU  - Minarni Nur Trilita
AU  - Rizki Firman Alamsyah
AU  - Muhamad Alif Rifaldi
AU  - Steffanie Christarindra
AU  - Rohmahillah Aviskanasya Septiandri
PY  - 2025
DA  - 2025/12/15
TI  - Passenger Satisfaction Analysis of the Arjonegoro Commuter Line Route Sidoarjo–Bojonegoro Using the Importance Performance Analysis (IPA) Method
BT  - Proceedings of the International Conference on Recent Innovations in Sustainable Engineering Solutions 2025 (ICONRISES 2025)
PB  - Atlantis Press
SP  - 45
EP  - 53
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-920-9_6
DO  - 10.2991/978-94-6463-920-9_6
ID  - Estikhamah2025
ER  -