The Analysis of Quality Service Suroboyo Bus Based on Passenger's Perception

Surabaya is a metropolitan and the capital city of East Java PGurovince, with the level of traffic congestion is getting more congested. In 2018, Surabaya City Government issued a public transportation policy by operating the Suroboyo Bus. It is one of the solutions to reduce congestion problems that occur in Surabaya. However, the operation of Suroboyo Bus is still not optimal. It from the lack of passengers who use the Suroboyo Bus to meet the needs of public transportation. Therefore, the study analysis of Suroboyo Bus quality service aims to improve the service quality of bus facilities based on passenger's perception. The method used in this study includes the distribution of questionnaires through Google Forms with stated preference and revealed preference techniques. The quality analysis of public services for Surabaya Bus services used the IPA (Importance Performance Analysis) and CSI (Customer Satisfaction Index) methods. The result shows that some priority factors for Suroboyo bus north-south route maintenance. There was payment information system, punctuality guarantee, convenience guarantee, have operating hours that suit the needs, adding the new bus fleet, bus stop condition. Besides, the awareness of the bus crew is excellent. Thus, it is necessary to maintain. The result of the analysis for the improvement of the west-east route bus includes; the condition of the station/bus stop, the air circulation reparation by adding air conditioning. Furthermore, the improvement of the Merr route bus include; guarantee of punctuality, having operating hours that suit the needs, need the new additional bus fleet, information on travel time, long waiting times, and the condition of the station/bus stop. The results of the analysis of the satisfaction of the Suroboyo Bus users are that the north-south route of 0.54, the west-east route of 0.56, and the Merr route of 0.53 are declared to be entirely satisfied.