Pola Komunikasi Manajemen PT Seduluran Bus Suroboyo Dalam Meningkatkan Pelayanan Kepada Penumpang. (Communication Pattern of PT. Seduluran Bus Suroboyo In Upgrading Customer Service Toward Passenger).

Rachmadian, Indra Andika (2026) Pola Komunikasi Manajemen PT Seduluran Bus Suroboyo Dalam Meningkatkan Pelayanan Kepada Penumpang. (Communication Pattern of PT. Seduluran Bus Suroboyo In Upgrading Customer Service Toward Passenger). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Public transportation is an important element in supporting public activity and supporting city development. One of the public transportation types in Surabaya city is Trans Semanggi Suroboyo. Trans Semanggi Suroboyo bus is under the management PT. Seduluran Bus Suroboyo. As for the research this time responding passengers complaints specifically on route Kejawan Putih Tambak - UNESA. The benefit research as the intermediary between the passengers and PT. Seduluran Bus Suroboyo that related to the delivery of complaints, critics and suggestions and some input to the Department of Transportation of Surabaya as the manager and also as an evaluation for the bus crews, Meanwhile this research is using qualitative research metodology with communication pattern that is a type of communication process enable to find a pattern which is suitable and simple to use in communicating. The communication pattern used by the researcher is Djamarah where the communication pattern is definied as connection pattern between two people and more in intended message reception which can be understood. The research methodology used by the researcher is qualitative research methodology which is used to explore meaning, experience and subjective perspective from individual or group and the meaning in order to be able to give detailed explaination concerning the research object and find related solution based on the research that has been analyzed. Whereas the data collection method used by the researcher from the first source ( the research of object or subject) in this case is the structured interviews. The data collection proces conduted to severeal different research subjects which are the manajement of PT. Seduluran Bus Suroboyo as the Trans Semanggi Suroboyo's bus operator, the bus crews such as the drivers, the helpers and several passengers from different age range and different pfofession. The research results show that the hotline service existences is good and adequate as the means of communication between the passenger and the crews also the operator of PT. Seduluran Bus Suroboyo. For the problems that can be resolved immediately, PT. Seduluran Bus Suroboyo has respond directly. As for the problems that beyond the operator authority take time since in hindpred by complicated bureaucracy. The researcher also give suggestion concerning the hotline service to the Department of Transportation of Surabaya to form a public communication team or public relations which is focused on managing the hotline service, providing crew training (driver and helper) in order to deliver service to passengers, as well as the addiction of fleets or units, bus stops and route addition in Surabaya city in order to be able to synergize with order mode of transportation.

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