Sanhaji, Salsabila Faranande (2026) Analisis Kinerja Operasional Dan Kepuasan Penumpang Pada Armada Baru Surabaya Bus Rute Benowo-Tunjungan R5. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Public transportation plays a vital role in supporting urban mobility. As one of the public transportation services in Surabaya, Surabaya Bus has expanded its service through the operation of a new fleet on the Benowo–Tunjungan (R5) route. This study aims to evaluate the operational performance of the new fleet based on load factor, headway, and travel time, assess passenger satisfaction using the Importance Performance Analysis (IPA) method, and formulate strategies for improving service quality based on the IPA quadrant analysis. A quantitative research approach was employed, with operational performance data collected through an on-board dynamic survey and passenger satisfaction data obtained from questionnaires administered to 100 users of the Surabaya Bus R5 service. Operational performance was evaluated with reference to the 2002 Technical Guidelines for the Provision of Public Passenger Transportation in Urban Areas on Fixed and Regular Routes, while passenger satisfaction was assessed using the IPA method. The results indicate an average load factor of 41%, reflecting a relatively low level of passenger occupancy. The average headway was 9 minutes, exceeding the peak-period standard of 2–5 minutes, while the average travel time was 134 minutes, exceeding the maximum standard of 120 minutes. The mean performance score was 3.94, compared with a mean importance score of 4.75, indicating that the service performance had not fully met passenger expectations. The IPA results identified safety, comfort, and service regularity as the main areas requiring improvement, particularly regarding the provision of hazard warning lights, passenger capacity control, departure punctuality, and waiting time. Recommended improvement strategies include enhancing safety facilities, regulating passenger capacity, and providing a dedicated bus lane along the Benowo–Tunjungan corridor to reduce traffic interference and improve operational reliability.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) | ||||||||||||
| Divisions: | Faculty of Engineering > Departement of Civil Engineering | ||||||||||||
| Depositing User: | SALSABILA FARANANDE SANHAJI | ||||||||||||
| Date Deposited: | 01 Sep 2026 03:49 | ||||||||||||
| Last Modified: | 10 Sep 2026 05:15 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59199 |
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