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All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Devi Marlita
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance

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The Analysis of Service Quality and Service Facilities on Public Satisfaction Through Public Trust at the Motor Vehicle Testing Management Unit, Cilincing, 2025 Wahyu Wijayanto; Devi Marlita; Nursery Alfaridi S Nasution; Aang Gunawan; Zaenal Abidin
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i1.6479

Abstract

Public service is a government activity within institutions or organizations aimed at meeting societal needs in accordance with regulations. Motor vehicle testing is the inspection of vehicle components, including trailers and semi-trailers, to ensure technical compliance and roadworthiness. According to Law of the Republic of Indonesia Number 25 of 2009 on Public Services, the state must fulfill citizens’ needs while guaranteeing their rights and obligations. Community decisions to reuse services are largely influenced by satisfaction with the services received, making service quality improvement a key element of bureaucratic reform.This study applies a quantitative approach using SEM-PLS. The Partial Least Square method is employed to test theories and identify relationships among latent variables. Findings show that public trust mediates the effect of service quality and facilities on public satisfaction.
Analysis of the Influence of Service Innova-Tion Aspects, Rates, With the Mediation of Trust Level on Inter-City Inter-Province Bus Ticket Purchase Retention (Case Study of PO Sinar Jaya) Eko Yulianto; Zaenal Abidin; Djamal Subastian; Devi Marlita; Yana Tatiana
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 3 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i3.7259

Abstract

This study aims to analyze the impact of service innovation, pricing, and trust on ticket purchase retention for intercity and interprovincial (AKAP) buses at PO Sinar Jaya. Despite the increasing number of passengers, ticket purchase retention remains suboptimal, and the load factor is only 50%, far below the ideal standard of 70%. This phenomenon suggests that factors beyond passenger volume, such as service innovation and pricing policies, play a crucial role in influencing customer loyalty. The research employs a descriptive method with a quantitative approach. The study population consists of all PO Sinar Jaya passengers in 2023, totaling 5,635,602 passengers. The sampling technique used is Random Purposive Sam-pling. The sample size is determined using Hair’s (2020) formula, based on the number of research indicators. Data was collected through questionnaires, and analysis was conducted using the Structural Equation Modeling (SEM) method with SmartPLS software. The results indicate that service innovation positively influences trust and ticket purchase retention, whereas pricing does not significantly impact trust but positively affects ticket purchase retention. Additionally, trust plays a crucial role in enhancing purchase retention. The findings highlight the importance of service innovation and competitive pricing strategies in improving customer loyalty at PO Sinar Jaya.
Co-Authors Aang Gunawan Djamal Subastian Eko Yulianto Nursery Alfaridi S Nasution Wahyu Wijayanto Yana Tatiana Zaenal Abidin