relation: https://eprints.untirta.ac.id/58210/
title: EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK CILEGON - BOJONEGARA DI KOTA CILEGON DENGAN MENGUNAKAN METODE SERVQUAL
creator: neng suci, lestari
subject: Communication (General)
description: This study aims to evaluate the service quality of urban transportation operating on   the Cilegon–Bojonegara route using the SERVQUAL method, which assesses the   gap between passengers’ perceptions and expectations across five service   dimensions. Data were collected through questionnaires and field observations. The   results show that all service dimensions have negative gap values, indicating that   the service quality 3,184 does not meet passenger expectations 4,005 . The largest   gap is found in the Assurance dimension with a value of –0.960, followed by   Tangibles, Empathy, and Reliability. Meanwhile, the Responsiveness dimension   has the smallest gap value of –0.663. These findings imply that passenger comfort   and safety remain major concerns, particularly due to drivers’ reckless driving   behavior. Recommendations for improvement include enhancing safety by   optimizing driving speeds to avoid reckless driving, improving punctuality through   better travel-time management, and providing clearer route and itinerary   information. These improvements are expected to increase the service quality of   urban transportation and enhance passenger satisfaction.   Keywords: urban transportation, service quality, transportation services,   SERVQUAL, passenger satisfaction.
date: 2026-02
type: Thesis
type: NonPeerReviewed
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language: en
identifier: https://eprints.untirta.ac.id/58210/21/neng%20suci%20lestari_3336220095_fulltext.pdf
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language: en
identifier: https://eprints.untirta.ac.id/58210/2/neng%20suci%20lestari_3336220095_01.pdf
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identifier: https://eprints.untirta.ac.id/58210/3/Neng%20suci%20lestari_3336220095_02.pdf
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identifier: https://eprints.untirta.ac.id/58210/4/neng%20suci%20lestari_3336220095_03.pdf
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identifier: https://eprints.untirta.ac.id/58210/5/neng%20suci%20lestari_3336220095_04.pdf
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identifier: https://eprints.untirta.ac.id/58210/6/neng%20suci%20lestari_3336220095_05.pdf
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identifier: https://eprints.untirta.ac.id/58210/7/neng%20suci%20lestari_3336220095_06.pdf
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identifier: https://eprints.untirta.ac.id/58210/8/neng%20suci%20lestari_3336220095_Ref.pdf
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identifier: https://eprints.untirta.ac.id/58210/9/neng%20suci%20lestari_3336220095_lamp.pdf
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language: en
identifier: https://eprints.untirta.ac.id/58210/10/NENG%20SUCI%20LESTARI_3336220095_cp.pdf
identifier:   neng suci, lestari  (2026) EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK CILEGON - BOJONEGARA DI KOTA CILEGON DENGAN MENGUNAKAN METODE SERVQUAL.  S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.