Public Satisfaction Analysis and Performance Evaluation of Trans Bus Service East Java Corridor I

Abstract

Public transportation is one form of progress in a region. If the public transportation system is good, then the economic level of that region will also improve. Currently, the community considers public transportation to be a mode that is perceived as inadequate. This can be seen from the many negative stigmas surrounding public transportation, as well as the reality that the condition of existing public transportation fleets is far from a satisfactory level of service. This study aims to evaluate public satisfaction with the Trans Jatim Bus transportation services along Corridor I, which connects Sidoarjo Regency, Surabaya City, and Gresik Regency, and analyze the performance and ideal conditions of public transportation that are expected. The method employed in this research is a survey involving 437 respondents who are users of public transportation. Data were collected through a questionnaire measuring satisfaction levels across various aspects, including service speed, cost/fare, and infrastructure condition. The results of the analysis indicate that while the majority of the public considers public transportation an important alternative, several performance aspects require improvement, particularly in terms of load factor and headway time. This study also identifies the elements deemed ideal by users, such as optimizing the number of fleets and improving public transportation scheduling. The findings are expected to serve as recommendations for relevant authorities to enhance the performance of public transportation and meet the needs of the public.