| Transjakarta is one of the mass transportation which be a solution traffic jam by the governments of Jakarta. After operating for almost ten years in Jakarta, the use of busway to get various suggestions and criticism on complaints customers. A method of Importance Performance Analysis (IPA) used to analyze customer satisfaction level interests based on interest (importance) community and performance (performace) parties TransJakarta. The attribute of being included in the category that more needs to be repaired then afterward will be done the determination of priorities repair by using with Potential Gain in Customer Value (PGCV). Data collection is done to the spread of the questionnaire. The questionnaires used for data that is as many as 420 respondents grains statement with 33. The description of respondents indicated that TransJakarta passengers is dominated by man. For in terms of age , most passengers at the age of 26-35 years. This indicates passengers the majority of working age. There are 70 % are respondents who has the occupation. 53 % passengers who were respondents stated that they used generally TransJakarta 7 to 10 times a week. In addition, 52 % transjakarta passengers use as a means of transportation go home and go to work . The results of IPA obtain 19 grains the attribute of being need to be improved. 33 those attributes is divided into four quadrants. A quadrant an attribute the main priorities has 8 attributes, a quadrant the attribute of being need to hold the performance has 7 attribute, quadrant as priority quadrant had 11 attributes and quadrant as a excessive attributes there were 7 attributes. The order of repair done on the first quadrant attribute. The larger the index value PGCV would be better to fix the order. The order of improvements are: 1) the ease of giving advice, 2) time to line up for tickets, 3) ease of conveying complaints, 4) Availability for passengers in special needs, 5) the appearance of officials of TransJakarta, 6) cost of TransJakarta, 7) ease of reaching the TransJakarta, 8) total fleet buses of Transjakarta. |