Identification Customer Needs of Shuttle Travel by Using Servqual and Kano Methods

Bhinneka Shuttle is a companies which engaged in customer delivery transportation services and was founded 1972. Throughout 2022, experienced an unstable amount of revenue did not achieve the target number passengers. Based on results comparison four branches outlets Bandung City, it known that Mekar Wangi needs to get improvement priority. This supported by low Google review rating many complaints about performance provided. Customer dissatisfaction high competition business require improve increase quality its services. study aims identify True Needs using integration Servqual method Kano Model so priority attributes are obtained for become basic recommendations designing company service improvements. The attribute were conducting literature Voice classified into five dimensions, Reliability, Comfort, Extent Service, Safety, Affordability (RESCA). According research result, 11 needed be improved states provided still does provide satisfaction consumers. suggested pay more attention weak included must category because they need company’s