Analysis of User Satisfaction Levels for Trans Jatim Bus Services in Malang City Using the Customer Satisfaction Method Index and Structural Equation Modeling

Asnain Maulana Hakim (Program Studi S1 Teknik Sipil, Fakultas Teknik, Universitas Negeri Malang, Indonesia)
Henri Siswanto (Program Studi S1 Teknik Sipil, Fakultas Teknik, Universitas Negeri Malang, Indonesia)

International Journal of Science and Environment
Vol. 6 No. 4 (2026): November 2026

This study aims to analyze the level of satisfaction of Trans Jatim Bus users in Malang city using the Customer Satisfaction Index (CSI) and Structural Equation Modeling (SEM) methods. A quantitative approach was used through the distribution of questionnaires to active users. CSI measures the level of satisfaction based on the suitability of service performance with user expectations, while SEM analyzes the relationship between service quality, satisfaction, and loyalty. Variables include reliability, responsiveness, assurance, empathy, and physical evidence. The results show that the level of satisfaction is in the satisfied category, and service quality has a significant effect on satisfaction and loyalty. This study provides strategic recommendations for improving the quality of public transportation services in a sustainable manne.