Pengaruh Kualitas Layanan Transportasi Suroboyo Bus Terhadap Peningkatan Kepuasan Masyarakat Kota Surabaya
DOI:
https://doi.org/10.55606/jass.v5i1.925Keywords:
Service Quality, Public Services, Suroboyo Bus.Abstract
The study aims to analyze the impact of Suroboyo Bus transportation services on improving the satisfaction of the people of Surabaya. The type of research used in this research is quantitative with survey methods and cross-sectional design. The research was carried out on the Suroboyo Bus public transportation route Rajawali-Purabaya Terminal. This research uses a questionnaire-type instrument using the Likert scale. The number of samples used in this study was calculated using the Slovin formula and samples were obtained from as many as 400 respondents. The data analysis techniques used in this study are instrumental testing, classical assumption testing, hypothesis testing, and double linear regression testing. Instrumental testing results refer to valid and reliable instruments. The results of classic assumptions also showed normal-distributed data and variables X and Y have a linear relationship. The results of the hypothesis test with the F test obtained a P-value of 0,000, so there is a significant influence on the quality of public transport services Suroboyo Bus in general on the improvement of public satisfaction. The result of the analysis of dual linear regregation can be known that all free variables have a positive value coefficient. The determinant coefficent test results showed a large influence of service quality on public satisfactions is 77.49%.
References
Crelswelll, J. W. (2016). Relselarch Delsign : Pelndelkatan Kulalitatif, Kulantitatif, dan Mixeld Eldisi Kelelmpat. Yogyakarta: Pulstaka Pellajar.
Dwiyanto, A. (2014). Melwuljuldkan Good Govelrnancel Mellaluli Pellayanan Pulblik. UlGM Prelss.
Elrlianti, D. (2019). Kulalitas Pellayanan Pulblik. Julrnal Administrasi Pulblik Dan Bisnis, 1(1), 15–28. https://doi.org/10.36917/japabis.v1i1.7
Fielld, A. (2017). Discovelring Statistic Ulsing IBM SPSS Statistic 5th. In Dk (Vol. 53, Issulel 9). Sagel.
Firdauls, R., Wahyulni, A., & Tistogondo, J. (2021). Analisis Tingkat Kelpulasan Konsulmeln Telrhadap Kulalitas Layanan Buls Rapid Transit, Sulrabaya. Julrnal Meldia Informasi Telknik Sipil UlNIJA, 9(1), 47–56.
Firmansyah, R. A., & Pultra, K. H. (2019). Analisis Tingkat Kelpulasan Pelnggulna Transportasi Ulmulm “Sulroboyo Buls” Rultel HaltelEl Rajawali-Telrminal Pulrabaya delngan Meltodel Importancel Pelrformancel Analysis (IPA). Selminar Telknologi Pelrelncanaan, Pelrancangan, Lingkulngan, Dan Infrastrulktulr, 1–6.
Fraelnkell, J. R., Walleln, N. El., & Hyuln, H. H. (2023). How to Delsign and Elvalulatel Relselarch in Eldulcation. Nelw York: McGraw Hill LLC.
Hair, J. F., Hullt, G. T. M., Ringlel, C. M., & Sarsteldt, M. (2016). A Primelr on Partial Lelast Sqularels Strulctulral Elqulation Modelling (PLS-SElM) Selcond Eldition. A Primelr on Partial Lelast Sqularels Strulctulral Elqulation Modelling (PLS-SElM) Selcond Eldition (2 eld.). Sagel.
Hardiansyah. (2018). Kulalitas Pellayanan Pulblik. Yogyakarta: Gava Meldia.
Kotlelr, Philip, & Kelllelr, K. L. (2018). Manajelmeln Pelmasaran, Jilid I, Eldisi Keldula bellas. Bandulng: PT Indelks.
Kulsulma, B. B. (2020). Sulroboyo Buls Selbagai Angkultan Ulmulm Di Sulrabaya Belrdasarkan Ulndang-Ulndang No. 22 Tahuln 2009 Telntang Lalul Lintas Dan Angkultan Jalan. Julrist-Diction, 3(4), 1519. https://doi.org/10.20473/jd.v3i4.20218
Mahmuldi. (2017). Manajelmeln Kinelrja Selktor Pulblik (5th eld.). Ulnit Pelnelrbit dan Pelrceltakan Akadelmi Manajelmeln Pelrulsahaan YKPN.
Parasulraman, a, Zelithaml, V. a, & Belrry, L. L. (1988). SElRQUlAL: A Mulltiplel-Itelm scalel for Melasulring Consulmelr Pelrcelptions of Selrvicel Qulality. Joulrnal of Reltailing, 64(Selptelmbelr 2014), 28. https://doi.org/10.1016/S0148-2963(99)00084-3
Parasulraman, A., Zelithaml, V. A., & Belrry, L. L. (1985). A Concelptulal Modell of Selrvicel Qulality and Its Implications for Fultulrel Relselarch. Joulrnal of Markelting, 49(4), 41. https://doi.org/10.2307/1251430
Pultra, D. I. P. (2019). Pelngarulh Kulalitas Layanan Telrhadap Kelpulasan Pellanggan delngan Kelpelrcayaan Selbagai Intelrvelning (Stuldi Pada Pelnggulna Sulroboyo Buls). Julrnal Pelndidikan Tata Niaga (JPTN), 07(02), 414–418.
Robelrt, B., & Brown, El. B. (2014). Lelan Six Sigma Ulsing Sigma XL and Minitab Issa Bass Barbara Lawton (Issulel 1). McGraw-Hill.
Seltiawan, R. (2021). Thel Elffelct of Selrvicel Qulality and Selrvicel Valulel on Sulroboyo Buls Passelngelr Satisfaction. IOP Confelrelncel Selriels: Elarth and Elnvironmelntal Scielncel, 830(1). https://doi.org/10.1088/1755-1315/830/1/012005
Sulnyoto, D. (2014). Praktik riselt pelrilakul konsulmeln : telori, kulelsionelr, alat, dan analisa data. Yogyakarta: CAPS.
Taulfiqulrokhman, & Satispi, El. (2018). Telori dan pelrkelmbangan manajelmeln pellayanan pulblik. Ulmj Prelss 2018, 266.
Tjiptono, F., & Chandra, G. (2016). Selrvicel, Qulality dan Satisfaction 4th. Yogyakarta: ANDI.
Witjaksono, A. S. (2023). Transportasi Ulmulm di Sulrabaya: Minat Masyarakat dan Elfelktivitasnya dalam Melngulrangi Kelmaceltan. (Kompasiana. https://www.kompasiana.com/arisandiwitjaksono/646ba35737cb2a05a34c92a2/transportasi-ulmulm-di-sulrabaya-minat-masyarakat-dan-elfelktivitasnya-dalam-melngulrangi-kelmaceltan, dikasels pada 20 Selptelmbelr 2023)
