Sari, Erika Yunita (2024) Analisis Pelayanan Digitalisasi Transportasi pada Transportasi Publik "Suroboyo Bus" Kota Surabaya. (Analysis of Transportation Digitalization Services in Public Transportation "Suroboyo Bus" in Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
With the digitalization system, many things, especially the service system, will become more effective, efficient, and of course more transparent and practical. Facing the challenges of the emergence of online-based transportation, the Surabaya City Transportation Department launched public transportation, namely "Suroboyo Bus", by utilizing technological advances and also providing online-based transportation services through Suroboyo Bus, namely the Golek Bis "GoBis" application. The GoBis application is designed to help make it easier for the public/passengers to get information about Suroboyo Bus public transportation. The aim of this research is to examine the problems that arise in knowing how digitalization services have been implemented on Suroboyo Bus public transportation. The focus of research in public services is in accordance with the 5 dimensions according to Parasuraman et al. (1998), namely: Reliability, Assurance, Emphaty, Responsiveness, Tangibles. The research method used in the research is a descriptive qualitative method where researchers conduct interviews, data collection and documentation. The research results show that Reliability, Assurance, Emphaty, Responsiveness, Tangibles are in accordance with what is implemented. Reliability indicators have been implemented, as evidenced by the time table and transportation route network flow. The Assurance indicator has been implemented, which is proven by ensuring the safety of passengers and getting insurance from raharja services in the event of an accident. The Emphaty indicator has been implemented, as evidenced by the helpers always helping pregnant women, people with disabilities and the elderly when they want to get on the bus. The Responsiveness indicator has been implemented, as proven by the helper always providing information to passengers if there are still any confusion regarding the Suroboyo Bus route. The Tangibles indicator has been implemented, as evidenced by the provision of facilities for Suroboyo Bus transportation as well as easy access to digital payments which makes it easier for the public/passengers if they want to use transportation services. The conclusion obtained in this research is that service quality from 5 dimensions (Reliability, Assurance, Emphaty, Responsiveness, Tangibles) has a significant influence on public satisfaction with public transportation services.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Public Services, Digitalization of Transportation, Suroboyo Bus |
| Subjects: | H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | 1111900234 Erika Yunita Sari |
| Date Deposited: | 14 May 2024 01:59 |
| Last Modified: | 16 May 2024 02:41 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/30801 |
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