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All Journal Jurnal Ilmiah Riset dan Pengembangan
Febrianti, Sofi Putri
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ANALYSIS OF THE QUALITY OF SUROBOYO BUS PERFORMANCE ON PUBLIC TRANSPORTATION SERVICE USERS Setyawan, Deni; Satriani Sumadita, Rensa Heka; Febrianti, Sofi Putri
Irpia : Jurnal Ilmiah Riset dan Pengembangan Vol 10 No 1 (2025): Irpia : Jurnal Ilmiah Riset dan Pengembangan
Publisher : Institut Riset dan Pengembangan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71040/irpia.v10i8.277

Abstract

This article discusses the performance of Suroboyo bus services. Suroboyo is a transportation based on Bus Rapid Transit.This public transportation is a transportation that has been issued by the Surabaya City Government for almost 6 years with various routes in the middle of the city, the formation of the Surabaya Bus is to reduce congestion and make it easier for Surabaya residents to access transportation. Therefore, the study was conducted to determine customer assessment of the quality of Suroboyo Bus service.In this study, independent variables use the SERVQUAL (Service Quality) method which has five important dimensions, namely (1) Tangible, (2) Reliability, (3) Empathy, (4) Assurance, and (5) Responsiveness. This research uses a qualitative method with secondary data sources in the form of statistics, reports, articles, documents and related sources. This research collected data through two stages, namely observation and documentation. Based on the results of the research, the service performance provided has not met the expectations of customers/passengers. However, customers feel that the service provided is quite satisfactory. In addition, there are several facilities that must be prioritized for improvement, namely improving passenger facilities at bus stops, such as providing comfortable seats, adequate lighting and so on, as well as the responsiveness of officers to improve the level of customer satisfaction and service quality
An Analysis Of Good Governance Implementation In The Sipraja Application To Improve The Public Service Bureaucratic System In Sidoarjo Olifia, Ike Rizky; Febrianti, Sofi Putri
Irpia : Jurnal Ilmiah Riset dan Pengembangan Vol 10 No 2 (2025): Irpia : Jurnal Ilmiah Riset dan Pengembangan
Publisher : Institut Riset dan Pengembangan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71040/irpia.v10i2.284

Abstract

This study aims to assess the extent to which the principles of good governance are applied in using the SIPRAJA (Sidoarjo Public Service Information System) application, especially in the context of digitizing public services in the field of personnel in Sidoarjo Regency. The approach used is qualitative, with data collection methods through interviews, direct observation, and document analysis. This study uses secondary data as a source of information. The results of the study indicate that SIPRAJA has adopted several principles of good governance, such as openness of information (transparency), performance responsibility (accountability), and community involvement in the service process (participation). Even so, there are still obstacles such as low public understanding of digital technology and limited supporting facilities available. The use of SIPRAJA has been proven to be able to accelerate services and increase accuracy in managing personnel data. Overall, this application has been running in line with the principles of good governance, but there needs to be an improvement in terms of technological infrastructure and education for the community so that the digitalization of services can run more optimally in the future
Co-Authors Deni Setyawan Olifia, Ike Rizky Satriani Sumadita, Rensa Heka