Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pengguna Bus Transjakarta Koridor 5C Rute (Cililitan – Juanda)
DOI:
https://doi.org/10.63822/5hjj2z18Keywords:
Service Quality; Facilities; User Satisfaction; Transjakarta.Abstract
This study aims to analyze the effect of service quality and facilities on user satisfaction of Transjakarta Bus Corridor 5C (Cililitan–Juanda), both partially and simultaneously. This study used a quantitative survey approach with purposive sampling involving 96 respondents. Data were collected through questionnaires and analyzed using multiple linear regression with IBM SPSS version 24. The results show that service quality has a positive and significant effect on user satisfaction, with a t-value of 4.625 and significance of 0.000 < 0.05. Facilities also have a positive and significant effect, with a t-value of 4.428 and significance of 0.000 < 0.05. Simultaneously, service quality and facilities have a positive and significant effect on user satisfaction, with an F-value of 22.900 and significance of 0.000 < 0.05. The coefficient of determination of 0.330 indicates that the two independent variables explain 33.0% of the variation in user satisfaction. It can be concluded that improving service quality and facilities can contribute to higher user satisfaction. Therefore, Transjakarta is advised to maintain service quality and improve facility maintenance, service responsiveness, and information accessibility, particularly during busy periods.
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