Analysis of Passenger Perceptions of Service Quality on City Bus Route 47 (Kilang)
DOI:
https://doi.org/10.58466/4pzf4h87Keywords:
Public Transportation, Trayek 47 Kilang, Service Quality, Passenger Perception, Importance Performance AnalysisAbstract
Transportation is vital for community mobility, particularly in remote areas like Kilang Village in Ambon City, which relies heavily on Route 47 city services. This route serves a strategic purpose by linking the community to the city's main activity center, which includes the Mardika Terminal as the primary transit hub. This study seeks to assess service quality levels, identify gaps between passenger expectations and actual experiences, and pinpoint priority areas for improvement on the Kilang Route 47 City Transportation by evaluating perceptions across the dimensions of physical evidence, empathy, responsiveness, reliability, and assurance. Data were collected from 100 respondents using 24 indicators through the distribution of questionnaires. The study's findings indicate that the overall service quality scores 72. 78, which is categorized as good. However, a substantial discrepancy was identified between expectations and reality, especially regarding terminal and bus stop cleanliness, service speed, accessibility, and the availability of route information. Consequently, enhancing these areas should be a top priority to improve service quality and user satisfaction, particularly in regions heavily reliant on public transit.
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