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All Journal G-Tech : Jurnal Teknologi Terapan
Hera Widyastuti
Institut Teknologi Sepuluh Nopember, Indonesia
Computer Science & IT Decision Sciences, Operations Research & Management Energy Engineering

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The Effect of Service Quality and Passenger Satisfaction on Bus Passenger Loyalty Tawang Alun Terminal Using the Structural Equation Modeling Faqih Zulham Nawwaf; Hera Widyastuti
G-Tech: Jurnal Teknologi Terapan Vol 10 No 1 (2026): G-Tech, Vol. 10 No. 1 January 2026
Publisher : Universitas Islam Raden Rahmat, Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/g-tech.v10i1.8770

Abstract

Transportation maintains a vital role in enabling trade and mobility, which significantly contributes to regional economic growth. Therefore, this study used Partial Least Square Structural Equation Modeling was chosen because it can analyze the causal relationship between latent variables simultaneously, while PLS-SEM was preferred because it focuses on prediction, is tolerant of normality assumptions, and is suitable for complex models with survey data. A purposive sampling technique was used and 250 data were collected through on-site survey. All manifest variables proved both valid and reliable. The variable of passenger satisfaction was shown to be low, with an R² value of 0.046, indicating that the ability of the construct or model to explain the satisfaction is very weak and almost negligible. In contrast, the loyalty variable, achieved a high R² of 0.911 which is included in the very strong category. This result shows that the model can explain 91.1% of the variance in loyalty, indicating that the model’s variables are excellent at predicting loyalty and have a high explanatory power. These results provide actionable insights for terminal administration and transport policy, highlighting the necessity to enhance service characteristics that directly improve traveler satisfaction to maintain passenger allegiance.
Measurement of Passenger Expectations and Satisfaction Toward The Integrated Mode Transfer Service of Suroboyo Bus Ira Niluh Rinjani; Hera Widyastuti
G-Tech: Jurnal Teknologi Terapan Vol 10 No 1 (2026): G-Tech, Vol. 10 No. 1 January 2026
Publisher : Universitas Islam Raden Rahmat, Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/g-tech.v10i1.8804

Abstract

Interconnected public transportation plays an essential role in facilitating community mobility, especially in ensuring seamless mode transfers at integrated locations. This study aims to evaluate passengers’ expectations and satisfaction toward the integration of mode transfer services in the Suroboyo Bus public transportation system. The research was conducted at five main integration stops, namely Joyoboyo Intermodal Terminal (TIJ), Purabaya Terminal, Dukuh Menanggal Bus Stop, Marmoyo Bus Stop, and UINSA Bus Stop. The analytical methods employed in this study are the Customer Satisfaction Index (CSI) and the Importance Performance Analysis (IPA). Primary data were obtained from 250 respondents through questionnaire distribution, with the sample size determined using the Slovin formula. The results show that the CSI score of 78,16% indicating that the passengers' satisfaction level falls within the satisfied category. However, the IPA results indicate a gap between expectations and satisfaction across all indicators, with eight attributes emerging as priority areas for improvement. Therefore, it can be concluded that the integration of mode transfer services in the Suroboyo Bus system has generally met passengers’ expectations, although further improvements remain necessary to ensure a more optimal and inclusive travel experience for all users.
Assessment of Passenger Satisfaction for Local Train Services on the Madiun–Solo Route Based on the Customer Satisfaction Index (CSI) Method Ipung Wisnu Triono; Hera Widyastuti
G-Tech: Jurnal Teknologi Terapan Vol 10 No 1 (2026): G-Tech, Vol. 10 No. 1 January 2026
Publisher : Universitas Islam Raden Rahmat, Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/g-tech.v10i1.8864

Abstract

Passenger satisfaction is an important indicator of service performance in public transportation, particularly for local railway services that support regional mobility. This study aims to evaluate passenger satisfaction with the local train operating on the Madiun–Solo route using the Customer Satisfaction Index (CSI) method. The research was conducted in the operational area of DAOP 7 Madiun and involved 250 passengers as respondents. Data were collected through field surveys using structured questionnaires that assessed six service dimensions: tangibles, reliability, responsiveness, assurance, empathy, and accessibility. The CSI analysis results indicate an overall satisfaction index of 69.50%, which falls within the “satisfied” category, suggesting that the service generally meets passenger expectations. Nevertheless, several service attributes, including service frequency, seating arrangement, ticketing convenience, and feeder transport availability, show relatively lower satisfaction levels and require improvement. These findings emphasize the importance of continuous service enhancement to improve passenger experience and increase the attractiveness of local rail services. The results are expected to serve as a reference for transportation operators and policymakers in developing sustainable railway services along the Madiun–Solo corridor.
Co-Authors Faqih Zulham Nawwaf Ipung Wisnu Triono Ira Niluh Rinjani