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All Journal Jurnal Ekonomi, Manajemen, dan Bisnis
Effendi, Ahmad Haidar
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Economics, Econometrics & Finance

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Analysis of Service Quality for Transjakarta Bus Transportation Users Effendi, Ahmad Haidar; Dawina, Fathia Ayu; Farlina, Happy Yeary; Savira, Naura; Rizka, Rizka
Jurnal Ekonomi, Manajemen, dan Bisnis Vol. 3 No. 2 (2025): Jurnal Ekonomi, Manajemen dan Bisnis
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Kalibra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70716/emis.v3i2.249

Abstract

This study aims to examine the quality of Transjakarta Bus service from the user’s perspective. Using a qualitative approach and descriptive survey method, data were collected from 202 respondents through an online questionnaire based on a Likert scale. This study focuses on five dimensions of SERVQUAL, namely Physical, Reliability, Responsiveness, Assurance, and Empathy. The results of thematic analysis show that many respondents emphasize the importance of physical comfort of the bus, punctuality of service, and official interaction as the main factors in assessing their satisfaction. Responsiveness and empathy from officers are the two dimensions that most influence positive user views. This study also found obstacles such as lack of information about routes and the number of passengers exceeding the limit, which often become obstacles in the travel experience. The conclusion of this study is that improvements in the aspects of responsiveness, assurance, and clear information delivery to passengers have the potential to increase user satisfaction and loyalty to Transjakarta services. As a recommendation, it is suggested that Transjakarta management improve the accuracy of bus schedules, enhance officer training in customer service, and optimize fleet distribution during peak hours to address waiting time issues and improve overall service quality.
Pengaruh Kualitas Layanan dan Produk terhadap Kepuasan Pelanggan Kopi Sejuta Jiwa (Studi Kasus pada Mahasiswa FEB Universitas Negeri Jakarta) Effendi, Ahmad Haidar; Azahra, Nabila Nur; Rahimah, Nabilah Khansa; Az'Zahra, Siti Fatimah; Hiwari, Rosyad Muhammad
Jurnal Ekonomi, Manajemen, dan Bisnis Vol. 1 No. 2 (2023): Jurnal Ekonomi, Manajemen dan Bisnis
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Kalibra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70716/emis.v1i2.340

Abstract

The mobile fast coffee industry in Indonesia is experiencing rapid growth, making service quality and product quality key factors in shaping customer satisfaction. This study aims to analyze the influence of these two aspects on customers of Kopi Sejuta Jiwa using a descriptive qualitative method. Respondents were selected through purposive sampling and consisted of students from Universitas Negeri Jakarta who had previously purchased Kopi Sejuta Jiwa products. Data were collected through open-ended questionnaires that explored customer experiences related to service friendliness, responsiveness, transaction convenience, taste consistency, menu variety, and raw material quality. The findings indicate that customers perceive both service quality and product quality positively, although suggestions were made regarding adjustments to sweetness levels, expansion of menu variety, and broader sales locations. Overall, the results show that improvements in service and product quality play an important role in strengthening customer satisfaction and loyalty.
Co-Authors Az'Zahra, Siti Fatimah Azahra, Nabila Nur Dawina, Fathia Ayu Farlina, Happy Yeary Hiwari, Rosyad Muhammad Rahimah, Nabilah Khansa Rizka Rizka, Rizka Savira, Naura