PENGARUH KUALITAS PELAYANAN TRANSPORTASI PUBLIK TRANS METRO BANDUNG TERHADAP TINGKAT KEPUASAN MASYARAKAT KOTA BANDUNG

Abstract

This research is entitled "The Influence of the Quality of Trans Metro Bandung Public Transportation Service on the Level of Community Satisfaction of the City of Bandung". The increase in the need for transportation has now increased high, the Bandung City Government's efforts to help the community obtain good transportation services, one of which is to give birth to Trans Metro Bandung Public Transportation which is managed by the Bandung City Transportation Office. However, after this program runs and continues to be pursued several service improvements, it has not significantly increased the satisfaction of Trans Metro Bandung users, the weak position of Trans Metro Bandung buses as an option makes people unable to switch from the use of private vehicles, especially two-wheeled vehicles.This study aims to analyze the influence of the quality of Trans Metro Bandung public transportation services on the level of satisfaction of the people of Bandung City. The method used was a simple regression analysis with a total of 98 respondents. The data was collected through questionnaires, tabulated using Excel, and analyzed using a simple regression analysis method and assisted by the SPSS version 29.0 application. The results of the study show that the quality of Trans Metro Bandung service is still not good with an actual score of 1971. Public satisfaction with this service is also not optimal with an actual score of 2208. The results of a simple regression analysis showed a regression coefficient value of 0.794, which means that every 1% increase in service quality will increase community satisfaction by 0.794%. Thus, it can be concluded that service quality has a positive relationship with community satisfaction.