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EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK CILEGON - BOJONEGARA DI KOTA CILEGON DENGAN MENGUNAKAN METODE SERVQUAL
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.
Fakultas Teknik Universitas Sultan Ageng Tirtayasa
TEKNIK SIPIL, Fakultas Teknik Universitas Sultan Ageng Tirtayasa
EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK CILEGON - BOJONEGARA DI KOTA CILEGON DENGAN MENGUNAKAN METODE SERVQUAL (Text)
EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK CILEGON - BOJONEGARA DI KOTA CILEGON DENGAN MENGUNAKAN METODE SERVQUAL (Other)
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