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All Journal Gema Publica : Jurnal Manajemen dan Kebijakan Publik The Indonesian Journal of Public Administration (IJPA) Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Journal of Government and Politics (JGOP) Arus Jurnal Sosial dan Humaniora
Millensyah, Erwing Wahyu
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Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara

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Effect of Service Quality and Ease of Use Perception on Public Satisfaction of GoBis (Golek Bis) Suroboyo Application Users Millensyah, Erwing Wahyu
Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara Vol 9 No 2 (2025): September 2025
Publisher : Universitas Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30737/mediasosian.v9i2.6624

Abstract

Effect of service quality and ease of use perception on public satisfaction with the GoBis (Golek Bis) application in Surabaya. This study employs a quantitative approach by distributing questionnaires to 400 respondents who are active users of the application. The results of multiple linear regression analysis indicate that both independent variables significantly affect user satisfaction. However, ease of use perception shows a stronger impact than service quality. This study addresses the gap in previous research, which has largely focused on technical usability and interface design of the GoBis application, by examining the direct effects of service quality and ease of use perception on public satisfaction. The findings provide practical insights for the Surabaya City Government to enhance GoBis through improved usability, integrated payment systems, accurate real-time information, and responsive services, thereby strengthening public satisfaction and loyalty toward smart transportation services.
Co-Authors Agung, Magda Faradiba Mauludia Amalia, Ardela Putri Azhari, Salsabillah Berliana Mustika Rani, Berliana Mustika Hermawanti, Dhea Ayu Putri Indrayana, Shafina Sukma Juliana, Jamiatun Kartiko, Ica Veronika Nur W, Khovifah Perdana, Rizky Nurhidayat Pratama, Virdean Paulia Sari, Sarah Meirina Sobaroh, Mayya Sri Wibawani, Sri Syafiqotul M, Nur Ubadah, Sadina Rafif Farrell Nawwardy