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All Journal Publika Triwikrama: Jurnal Ilmu Sosial Politika Progresif : Jurnal Hukum, Politik dan Humaniora Konstitusi: Jurnal Hukum, Administrasi Publik, dan Ilmu Komunikasi Jurnal Hukum, Administrasi Publik dan Negara Studi Administrasi Publik dan ilmu Komunikasi
Meirinawati Meirinawati
Unknown Affiliation
Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Kualitas Pelayanan Publik pada Bus Trans Jatim Koridor II Rute Mojokerto-Surabaya Azeria Diazpitaloka Putri Sulistyono; Meirinawati Meirinawati; Eva Hany Fanida; Trenda Aktiva Oktariyanda
Jurnal Hukum, Administrasi Publik dan Negara Vol. 3 No. 1 (2026): Januari: Jurnal Hukum, Administrasi Publik dan Negara
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/hukum.v3i1.868

Abstract

Public transportation plays an important role in supporting community mobility and accelerating regional economic growth. To improve public transportation services in East Java, the East Java Provincial Transportation Agency introduced the Trans Jatim Bus system. However, its implementation still faces several challenges, including long bus arrival times, the use of mobile applications that are difficult for elderly users, and inconsistencies in the availability of supporting facilities such as seating and trash bins at bus stops. This study aims to analyze the quality of Trans Jatim Bus services based on the service quality dimensions proposed by Wirtz and Lovelock. The research employs a descriptive qualitative approach. Data were collected through interviews, observations, and documentation, and analyzed using stages of data collection, data reduction, data presentation, and conclusion drawing. The findings indicate that reliability has not met service standards due to prolonged waiting times. Responsiveness and assurance were found to meet service standards, as passengers expressed satisfaction with service responses and complaint handling. Empathy was considered adequate, although accessibility issues for elderly passengers remain. Tangible aspects were also sufficiently met, but inconsistencies were found in the provision of seating and trash bins at several bus stops. Based on these findings, the study recommends increasing the number of buses on corridor 2, evaluating bus schedules, conducting public awareness campaigns, and ensuring the consistent provision of seating and trash bins at all bus stops to improve overall service quality.
Co-Authors Alda Cyrilla Putri Larasati Analdo Yoga Dwi Riskika Ayu Wandan Sari Azeria Diazpitaloka Putri Sulistyono Dandi Syifa Al Karimi Devi Widoanti Dicken Naluraning Yasmara EVA HANY FANIDA Ivander Rafa Erol Miftahul Miftahul Moh Abdul Azis Muhammad Adrian Fans Gymnastiar Muhammad Bagas Purnama Nada Thalia Novrima Wahyu Danarsasi Nurlita Wulansari Pradita Opi Rizkita Rahma Devi Safitri Saputri Saputri Sevira Vipriyanti Tatha Pratamawati Trenda Aktiva Oktariyanda Yunita Dwi Puspita Sari