Evaluasi Kinerja Pengoperasian Bus Trans Jatim di Kabupaten Sidoarjo Jatim. (Performance Evaluation of Trans East Java Bus Operations in SIdoarjo Regency, East Java).

Alifiah, Putri (2025) Evaluasi Kinerja Pengoperasian Bus Trans Jatim di Kabupaten Sidoarjo Jatim. (Performance Evaluation of Trans East Java Bus Operations in SIdoarjo Regency, East Java). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This research aims to describe and analyze the Performance Evaluation of Trans East Java Bus Operations in Sidoarjo Regency, East Java, which is based on the 5 dimensions of Performance Evaluation according to Lovelock and Wright (2002: 266-267). These five dimensions consist of Tangibles (measurable evidence), Reliability (reliability), (responsiveness), Assurance (guarantee), Empathy (empathy) Responsiveness This research adopts qualitative research methods, combining primary and secondary data sources. Data was obtained through collection techniques such as observation, interviews and documentation. The collected data will be analyzed through the stages of data collection, data presentation, data reduction, and drawing conclusions. The findings of this research indicate that the performance evaluation of Trans East Java Bus operations in Sidoarjo Regency, East Java is going quite well. Even though it has met several service quality standards, there are still challenges in terms of meeting drivers with speed limits and facility management that needs to be improved to increase passenger comfort. Regular evaluation and addition of the fleet is also needed to overcome the problem of passenger density and ensure better service. The performance of the East Java Trans Bus in providing services to the community is influenced by various factors, both supporting factors such as a structured operational system and adequate facilities, as well as obstacles such as overload problems that disturb passenger comfort. Therefore, it is important to continue to improve the quality of services so that they can optimally meet people's expectations.

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