Kualitas Pelayanan Publik pada Unit Jasa Transportasi Bus Rapid Transit (BRT) Trans Jatim Koridor I (Sidoarjo - Surabaya - Gresik). (Quality of Public Service at Trans Jatim Corridor I Bus Rapid Transit (BRT) Transportation Service Unit (Sidoarjo - Surabaya - Gresik)).

Rizqi, Luluk Nafilatur (2024) Kualitas Pelayanan Publik pada Unit Jasa Transportasi Bus Rapid Transit (BRT) Trans Jatim Koridor I (Sidoarjo - Surabaya - Gresik). (Quality of Public Service at Trans Jatim Corridor I Bus Rapid Transit (BRT) Transportation Service Unit (Sidoarjo - Surabaya - Gresik)). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Trans Jatim Bus is a form of public service in the transportation service unit in East Java Province with the BRT (Bus Rapid Transit) concept and was inaugurated by the Governor of East Java on August 19, 2022. In the early stages of its establishment, it only provided one route as well as the focus of research, namely Corridor I (Sidoarjo - Surabaya - Gresik). The presence of the Trans Jatim Bus is expected to reduce congestion, accidents, the use of private vehicles, and reduce gas emissions in the air. The purpose of this study is to identify and analyze the quality of the Trans Jatim Bus on the Corridor I route (Sidoarjo - Surabaya - Gresik) on public satisfaction using a qualitative approach and descriptive method. Data collection techniques using interview techniques, observation, and documentation. The results of this study indicate that the quality of Trans Jatim Bus services on community satisfaction is seen from the dimensions of tangible evidence, reliability, responsiveness, assurance, and empathy. In (1) the dimension of direct evidence (tangible), service facilities are good but uneven and even damaged facilities are not immediately repaired. Marked by there are still bus stops that do not have electricity to lighting, and there are several damaged bus stop dividing walls. (2) The dimension of reliability, officers are swift, careful and appropriate in providing services including the operation of service aids, it's just that the discipline of officers is still inconsistent. (3) The dimension of responsiveness, officers have responded well to problems or things asked by the public and also provide clear information related to service operations. (4) Assurance, officers have provided guarantees of legality, on time and cost certainty well. (5) The empathy dimension, the attitude of officers who remain friendly and polite in service without discriminating.

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