SARI, NOVA DWI NUR KUMALA (2025) KUALITAS PELAYANAN ELECTRIC SUROBOYO BUS SEBAGAI TRANSPORTASI PUBLIK ANGKUTAN PERKOTAAN DI SURABAYA. Undergraduate thesis, UPN VETERAN JAWA TIMUR.
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Abstract
Improving the quality of public services in the transportation sector is a top priority in supporting the sustainability of community mobility. The innovation of the electric bus fleet is the government's effort to provide social service welfare in the field of public transportation that is safe for the environment and comfortable for the community. This research aims to examine the service quality of electric Suroboyo Bus as an environmentally friendly urban transportation public transportation mode in Surabaya managed by the Surabaya City Transportation Agency. This research uses descriptive qualitative method, data collection through observation, in-depth interviews, and documentation. Data analysis uses the Miles and Huberman approach which includes data collection, data condensation, data presentation and conclusion preparation. The focus of the research was directed at the five dimensions of service quality based on Zeithaml's theory, namely responsiveness, reliability, assurance, empathy, and tangibility. The findings show that the service quality of Electric Suroboyo Bus is overall quality in four dimensions including responsiveness, reliability, assurance, and empathy. However, the tangible dimension requires improvement in bus stop facilities and digital applications such as Gobis. The recommendations of this study emphasize the need for further cooperation with the management regarding the improvement of bus stops and Gobis applications as well as periodic evaluation of service operational standards.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications H Social Sciences > HX Socialism. Communism. Anarchism J Political Science > JA Political science (General) J Political Science > JS Local government Municipal government |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | NOVA DWI NUR KUMALA SARI | ||||||||
| Date Deposited: | 10 Jun 2025 07:03 | ||||||||
| Last Modified: | 10 Jun 2025 07:03 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/37204 |
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