Skripsi

ANALISIS PERSPEKTIF EKSPETASI PENUMPANG TERHADAP KUALITAS PELAYANAN ANGKOT FEEDER MUSI EMAS

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The quality of Musi Emas LRT Feeder public transportation services based on passenger expectations, considering the important role of feeder services in transportation integration. This quantitative descriptive study used the SERVQUAL model on 350 respondents to measure the gap between expectations and perceptions. The results showed a negative quality gap in almost all dimensions, indicating that the services received did not meet user expectations. The Reliability dimension has the largest gap and is the main focus for improvement. The smallest gap is in the Tangibles dimension. However, all quality dimensions have a close and significant relationship with passenger satisfaction. It is concluded that improving the quality of Angkot Feeder services is very important to align with public expectations. Recommendations were made to prioritize improvements in the dimensions with the largest gaps in order to maximize satisfaction and the effectiveness of the integrated transportation system. Strict Standard Operating Procedures (SOPs) related to route schedules need to be enforced, and measurable administrative sanctions need to be imposed on operators who violate the provisions

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Availability

Detail Information

Series Title

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Call Number

T1862062025

Publisher

Indralaya : Prodi Teknik Sipil dan Perencanaan, Fakultas Teknik Universitas Sriwijaya., 2025

Collation

vi, 212 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

629.040 7

Content Type

Text

Media Type

unmediated

Carrier Type

other (computer)

Edition

-

Subject(s)

Prodi Teknik Sipil dan Perencanaan,
Transportasi Feeder LRT

Specific Detail Info

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Statement of Responsibility

MI

Other version/related

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